Job Description
The Operations Service Manager (OSM) is responsible for providing leadership to front-line teams and the operation. Additionally, this role oversees and coordinates operational performance including, but not limited to, on-time departures (D-Zero), safety, security, customer service delivery and other key performance indicators.
As an OSM, you will serve as an operational liaison between Delta and all contracted business partners within a station. In this Delta leader role, you will also monitor for at-risk behaviors through daily safety observations and provide coaching, training, and corrective action as needed. In addition, you participate in Incident Analysis reports, Injury Prevention Group sessions and applicable station safety meetings.
The OSM ensures adherence to the station Safety Business Plan in addition to assuring compliance to our divisional Performance and Safety standards. Moreover, this role, you will ensure distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity. You will be responsible for being a key communicator of timely and accurate information and be required to set performance standards and ensure employee accountability. As a Delta leader it is paramount that you will provide support, guidance, coaching and motivation based on individual needs and be a champion leading others through change.
The qualified candidate must be strategic in thought processes and decision-making. The qualified candidate must also have the capability to measure and analyze employee performance through the use of performance management tools, available customer service and operational metrics, job shadowing and direct observation. Must champion recognition and rewards.
As part of the station leadership team, the successful candidate will be responsible and accountable for the timely completion and delivery of performance appraisals, quality assurance observations, performance discussions, coaching and counseling and administrative action. The successful candidate must be a strong advocate of employee recognition. Continued training and development in building leadership capabilities is expected. As a Delta leader, the Operations Service Manager will be required to develop both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Job Requirements
Bachelor’s degree or equivalent experience
Demonstrates expertise in operations and strong customer service skills
Previous leadership experience, including direct reports
Working knowledge of Delta policies and procedures
Must have the flexibility to manage an operation with varying shifts, extended hours, and "on call" requirements
Strong written and verbal communication, including platform/presentation skills
Ability to coach and deliver feedback for developmental purposes
Must be approachable and have interpersonal skills that foster trust and respect
Experience managing conflict and resolving problems effectively
Should exhibit strong organizational skills and the ability to delegate responsibility to direct reports
Must be able to balance multiple priorities within established time constraints
Proficient in MS Office applications
Must be performing satisfactorily in current position
For Below Wing OSM positions, ramp and baggage experience. Knowledge of Deltamatic and other relevant airport technology Three years of ACS experience in operations and customer service College degree and current leadership experience.
Share Your Thoughts!
To receive reply notifications right away, tap the Notify option before you publish your comment!