Job Description
The Manager of Customer Service is responsible for overseeing all aspects of customer service at Hub locations. The manager is responsible to lead, align and develop front line supervisors and front line employees. Responsible to execute station financial and operational plans and adjust as needed throughout the year in order to achieve corporate and local station goals. Responsible for delivering station and system goals. The manager must possess operational expertise and decision making capability, financial, technology, logistics and management disciplines to support and create strategic objectives and direction. The manager must possess experience in goal directed leadership, analytical thinking, financial controls, budgeting, customer service and policy/procedures. Must have in depth knowledge of department work rules and strong relationship with the unions. The manager interfaces with other departments including; Operations Control Center, Flight Ops, Inflight, Maintenance, in addition to government agencies, business partners and vendors. The manager’s organizational responsibilities also include:
Duties and Responsibilities
Ticket Counters
Gates
Baggage Services
Customer Care
Department Administration
Department Training
Active Involvement in local airport community
Maximize operational performance, financial controls and safety
Operational planning and safe implementation of all above the wing operations
Strategically plan the long term development of department operations
Business/Employee relationship development
Interfacing with divisional department leadership and peers
Management and frontline employee interaction and development
Working with business partners and vendors
Job Requirements
High School Diploma
3-5 years customer service operations experience
Change Management experience
Excellent Communication skills
Direction and development of Hub Manager team, as well as ability to engage frontline Team Leader and Ramp Service Employee population
Ability to lead and sustain continuous improvement environment and initiatives
Leadership Development Skills
Affect leadership quality and retention in the Hub Manager and Team Leader ranks
Successful candidate must be able to clear a criminal history check in order to obtain and retain credentials necessary for position
Specific clearances include but are not limited to FAA / TSA / Airport Authority / US Customs
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
Bachelor degree in Business Administration or related field and 3-5 years management experience, with Airport Hub experience
Proven project management experience
Extensive experience in managing employees and customer service operations
Excellent employee and union relations as well as experience administering union contracts
Experience in relationship building and negotiation with contract vendors, government agencies, such as Airport Authority and customer service support center
Excellent communication skills, written and presentation
Demonstrated leadership experience, emphasizing relationship building, creative problem solving, and prioritizing multiple demands in a large departmental environment
Business acumen
Strong Union Relations background
Negotiation and collaboration skills in regard to implementation of a CBA
Business Administration/Organizational Acumen
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