Operations Service Manager
Delta Air Lines, Inc.
Grand Rapids , MI 49504
Posted 2 months ago
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Job Summary: *Below Wing
- Operations Service Manager Ramp is responsible for providing leadership to direct reports, front-line work 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.
This leader will serve as an operational liaison between Delta and all contracted business partners within a station. This Delta leader will also monitor for at-risk behaviors through daily safety observations. In addition, this position will participate in Incident Analysis reports, Injury Prevention Group sessions and applicable station safety meetings.
The Operations Service Manager will ensure adherence to the station Safety Business Plan in addition to assuring compliance to our divisional Performance and Safety standards. Moreover, this position will ensure distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity. The Manager will act as key communicator of timely and accurate information.
The manager will also be required to set performance standards and ensures adherence to those standards. This leadership position will champion and lead others through change. This leadership position will be responsible for leadership development through mentoring, on-the-job training and delegation.
In addition, this Delta leader will provide support, guidance, coaching and motivation based on individual needs. 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.
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 wellbeing.
Three years of ACS experience in operations and customer service is preferred.
College degree and current leadership experience is strongly preferred. Knowledge of Deltamatic and other relevant airport technology is strongly preferred. Must have a working knowledge of Delta policies and procedures.
Must possess strong customer service skills and focus. In addition, must have the flexibility to manage an operation with varying shifts, extended hours and "on call" requirements. Must also possess strong written and verbal communication, including platform/presentation skills.
Candidate must have the ability to coach and deliver feedback for developmental purposes. Candidate must be approachable and have interpersonal skills that foster trust and respect. In addition, candidate must be able to effectively manage conflict and problem solve.
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. Required proficiency in Microsoft Office applications.