Station Lead

ADVANCED AIR LLC • Gallup, NM

4d • Onsite

About The Position

The Station Lead role is an in-person position responsible for overseeing station operations and assigned personnel under the general guidance of the Airline General Manager. This role ensures coordination at the station level to achieve high levels of safety, quality, performance, and compliance. Key responsibilities include staffing and training station personnel for scheduled service routes, hiring, training, and supervising customer service staff. The position involves providing excellent customer service, handling inquiries, reservations, ticketing, and problem resolution for passengers. Additionally, the Station Lead will coordinate with the Airline General Manager on PSS and DCS procedures, credit card processing, and ensure adherence to company policies and training standards through remote management and on-site visits. The ideal candidate is highly motivated, organized, attentive to detail, communicates well, and is safety-focused.

Requirements

• Bachelors’ Degree or equivalent industry experience
• 2+ years as a supervisor / team leader
• 2+ years of customer service experience
• Experience with Microsoft Office products including Outlook, and Google Suite including Sheets, Docs, Drive

Nice To Haves

• Experience with PSS/DCS Systems preferred

Responsibilities

• Supervise station personnel to foster an environment promoting safety, superior customer service, on-time performance, security, and teamwork, encouraging continuous process improvement.
• Coordinate initial and ongoing training for all assigned station personnel, including station-specific duties.
• Provide guidance to station personnel to ensure safety compliance of aircraft, customers, facilities, and employee working environments, addressing issues and ensuring corrective action.
• Provide guidance to station personnel to ensure compliance with all Federal directives and security requirements.
• Draft a department schedule to ensure sufficient personnel coverage during all active scheduled flight operations.
• Manage and maintain station inventory, including operational supplies, documents, and service items.
• Ensure that the Mammoth lounge is stocked and ready for passengers prior to flight.
• Perform hangar stocking duties as assigned.
• Coordinate ground transportation for passengers during diversions or irregular operations (IROPS) for CEC, MMH, and other airline operations.
• Analyze Customer Service Agent (CSA) performance against critical measures, develop action plans with direct reports, and assist with implementing solutions to achieve performance objectives, including hiring, training, coaching, and terminations.
• Implement measures to efficiently utilize staff during downtime between flights.
• Provide guidance and oversight to ensure good working relationships between the station team, airport management, airport city officials, FAA, TSA, police, and fire departments; attend Airport Station Meetings as necessary.
• Identify opportunities to improve customer experience, increase sales, and increase satisfaction.
• Answer telephone to provide information, resolve problems or complaints, and assist as needed.
• Handle all aspects of reservations, ticketing, check-in, seat assignment, passenger boarding, and baggage service.
• Take initiative in day-to-day assignments and on special projects, including the implementation of potential new routes.
• Assist with PSS software management and staff training.
• Ensure coordination of all flight operations with the Helpdesk team during IROPS.
• Oversee and participate, as needed, in all duties and responsibilities of CSAs.
• Perform additional duties as assigned by the Airline General Manager or Executive Team.

Benefits

• Competitive salary
• 401k plan with dollar-for-dollar employer match up to 4%
• 100% Company Paid Health Insurance including Medical, Dental, Vision
• $15,000 in life insurance
• Sick time
• Easy to use Flight/Travel Benefits; current contracts include Delta, Alaska, and Southwest

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level