This position will be a Department Manager that will support the Flight Operations and Inflight Operations Teams by implementing and managing a Crew Assist function. The Manager of Crew Assist will be responsible for leading a Team of Crew Assist employees and ensuring availability to support the Pilot and Flight Attendant Teams in delivering high satisfaction to questions and problem resolution compliant with policy and procedures.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Identifies touchpoints with Flight Operations, Inflight Operations, Pilots and Flight Attendants where policy, processes, systems, communications, documentation are required to enable high-quality support of Pilot and Flight Attendant Teams and supports development of the same.
Manages deployment, monitoring and continuous improvement of Crew Assist processes, systems, documentation and communication protocols necessary to support Pilot and Flight Attendant teams in collaboration with Flight Operations and Inflight leadership.
Trains and develops, and leads Crew Assist employees in consistently delivering high quality support to our Pilots and Flight Attendants.
Provides complex Contact Center support for all inquiries and concerns from Pilots and Flight Attendants triaging, escalating, informing while maintaining a "high-touch" experience.
Routinely audits and examines systems/logs/data to ensure policy & administrative compliance as well as effectiveness; enacts failure-mode analysis and recovery processes where compliance or mission success is imperiled.
Maintains currency in subject matter expertise including, but not limited to: Company and Department policies and procedures; Union Agreement provisions applicable to job duties; Company Drug and Alcohol Program, Company Travel Policies; FMLA and Company Leave of Absence policy
Any other duties assigned
Crew Assist Team members
Qualifications and Education Requirements
High school diploma or equivalent
Demonstrated knowledge of the following:
o Working knowledge of Part 121 operations or ability to demonstrate within twelve weeks of hire
o Experience with union collective bargaining agreement review and administration
o Experience with coordinating leave programs
o Strong attention to detail
o Strong communication skills, both written and verbal
o Proficient in Microsoft Office
o Strong organization and time management skills as well as the ability to multi-task
o Schedule flexibility that can support a 24/7 operation
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.)
It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Sun Country Airlines