Job Description
In-Flight Service is seeking individuals who have proven servant leadership skills to support, engage, coach and develop high performing teams of Flight Attendants. The Field Service Manager is the primary support to the Flight Attendant workforce.
The successful candidate must be an approachable and visible leader with proven ability to model Delta's Rules of the Road and foster trust and respect with their team. This role also requires improving employee performance through the use of performance management tools and available customer service and operational metrics.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Builds positive relationships with leaders and Flight Attendants in order to maintain workforce engagement, commitment, and flexibility.
Responsible for the performance-based management of large teams of Flight Attendants on all KPIs such as safety, reliability customer satisfaction, finances, etc., through actions including recognition, coaching, and verbal and written delivery of necessary corrective action when appropriate.
Ensures safety awareness and compliance. Promotes health, wellness, safe work environment and safe work practices.
Responsible for ensuring and addressing Quality Assurance issues such as uniform compliance, overall performance, and customer satisfaction.
Partners with base support personnel, other divisions, and internal/external partners including IFS employee involvement groups to provide information, input and solutions for continuous improvements for base operational needs and personnel or administrative issues.
Participate in leader flying program; includes on-board customer and employee engagement while supporting Flight Attendant crew.
Proactively responds to and acts upon time sensitive matters and competing priorities requiring base communication, input and/or feedback.
Provides primary support to Flight Attendants before, during and after flight departure.
Act as liaison and support for assigned projects within the base and/or division.
Communicates frequently with remote Flight Attendant workforce from base location.
Role models Delta's Rules of the Road and core values.
Practices safety-conscious behaviors in all operational processes and procedures.
Job Requirements
Two years' experience in In-Flight Service or three years Delta experience and/or external supervisory experience preferred.
College Degree (BS/BA) preferred.
Ability to manage multiple and shifting priorities in a fast-paced and constantly changing environment.
Proven sound decision making skills in a high pressure, time critical environment.
Experience in coaching and delivering feedback for developmental purposes.
Possess strong written and verbal communication skills.
Possess strong organizational and time management skills.
Proficient with use of standard Microsoft Office applications and working knowledge of (any specific to Delta) applications.
If not already Flight Attendant qualified, must successfully complete initial Flight Attendant training and maintain qualifications.
Must be willing and able to work nights, weekends and holidays to support a 24/7 global operation.
Travel required.
