Operations Service Manager Jobs

United States, Massachusetts, Boston
Airport Customer Service
21-May-2023
Ref #: 20879
LinkedIn Tag:
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, 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.
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:

• 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
• 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
• Competitive salary, industry-leading profit sharing program, and performance incentives
• 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
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
• Recognition rewards and awards through the platform Unstoppable Together
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
• Paid time off including vacation, holidays, paid personal time, maternity and parental leave
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits

What You Need To Succeed (minimum Qualifications)

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

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