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Operations Service Manager Jobs

Company

Delta
Address , Boston, Ma
Employment type
Salary
Expires 2023-07-22
Posted at 11 months ago
Job Description

United States, Massachusetts, Boston

Airport Customer Service

21-May-2023

Ref #: 20879

LinkedIn Tag: #LI-DA1

How you'll help us Keep Climbing (overview & key responsibilities)

The Sky Club Operations Service Manager (OSM) at BOS 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, youwill serve as an operational liaison between Delta and all contracted business partners within a station.In thisDelta leaderrole, youwill also monitor for at-risk behaviors through daily safety observationsand provide coaching, training, and corrective action as needed. In addition,youparticipate in Incident Analysis reports, Injury Prevention Group sessions and applicable station safety meetings.

The OSMensuresadherence to the station Safety Business Plan in addition to assuring compliance to our divisional Performance and Safety standards. Moreover, thisrole, youwill ensure distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity.Youwillbe responsible for beinga key communicator of timely and accurate informationandbe required to set performance standards and ensureemployee accountability. As aDelta leaderit is paramount that youwill provide support, guidance, coaching and motivation based on individual needsand 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.

Benefits and Perks to Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values Care, Integrity, Resilience, Servant Leadership, and Teamwork every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
  • Recognition rewards and awards through the platform Unstoppable Together
  • Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare
  • 401(k) with generous company contributions up to 9%
  • Domestic and International space-available flight privileges for employees and eligible family members
  • Competitive salary, industry-leading prot sharing program, and performance incentives
  • Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
  • Career development programs to achieve your long-term career goals
  • Paid time off including vacation, holidays, paid personal time, maternity and parental leave
  • Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
  • World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
  • Comprehensive health Benefits including medical, dental, vision, short/long term disability and life Benefits
  • Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages

What you need to succeed (minimum qualifications)

  • Demonstrates expertise in operations and strong customer service skills
  • Proficient in MS Office applications
  • Possesses a high school diploma, GED, or high school equivalency
  • Embraces a diverse set of people, thinking and styles
  • Working knowledge of Delta policies and procedures
  • Ability to coach and deliver feedback for developmental purposes
  • Must be able to balance multiple priorities within established time constraints
  • Consistently prioritizes safety and security of self, others, and personal data
  • Experience managing conflict and resolving problems effectively
  • Previous leadership experience, including direct reports
  • Must be at least 18 years of age and have authorization to work in the United States
  • Must be approachable and have interpersonal skills that foster trust and respect
  • Strong written and verbal communication, including platform/presentation skills
  • Should exhibit strong organizational skills and the ability to delegate responsibility to direct reports
  • Bachelors degree or equivalent experience
  • Must have the flexibility to manage an operation with varying shifts, extended hours, and "on call" requirements
  • Must be performing satisfactorily in current position

What will give you a competitive edge (preferred qualifications)

  • College degree and current leadership experience
  • Knowledge of Deltamatic and other relevant airport technology
  • Three years of ACS experience in operations and customer service
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