Job Description
Duties and Responsibilities
Your main responsibilities in this role include the following:
Responsible for providing leadership to direct reports supporting front line work teams and the operation.
Oversees and coordinates operational performance including, but not limited to, On-time (D Zero), safety, security, customer service delivery, and other key performance indicators.
Serves as an operational liaison between Delta and all contracted business partners within a station.
Monitors for at-risk behaviors through daily safety observations.
Participates in Incident Analysis reports, Injury Prevention Group sessions, and applicable station safety meetings.
Ensures adherence to the station Safety Business Plan in addition to assuring compliance to our divisional Performance and Safety standards.
Ensures distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity.
Key communicator of timely and accurate information.
Sets performance standards and ensures adherence to these standards by self and others.
Inspires and motivates employees to do their best.
Champions change and leads others through. Strategic in thought processes and decision making.
Responsible for the leadership development of direct reports through mentoring, on-the-job training, and delegation, and continually provides targeted support, guidance, coaching and motivation based on individual needs.
Measures and analyzes direct report's performance through the use of performance management tools, available customer service and operational metrics, job shadowing, and direct observation.
Responsible for the timely completion and delivery of performance appraisals, quality assurance observations, performance discussions, logs, documentation and administrative action.
Must champion recognition and rewards.
Continued training and development in building leadership capabilities is expected.
Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and wellbeing.
Job Requirements
Must have demonstrated expertise in operations and customer service with a minimum of three years ACS experience highly desired.
Previous leadership experience, including direct reports, is required.
Knowledge of Deltamatic and other relevant airport technology, including but not limited to Kiosks, GIDS, Cornerstone, and Performance Management is required.
Must have a working knowledge of Delta policies and procedures.
Must possess strong customer service skills and focus.
Must have the flexibility to manage an operation with varying shifts, extended hours, and "on call" requirements.
Must possess strong written and verbal communication, including platform/presentation skills.
Must be able to coach and deliver feedback for developmental purposes.
Must be approachable and have interpersonal skills that foster trust and respect.
Must be able to manage conflict and problem solve effectively.
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.
Must be proficient in MS Office applications.
Must be performing satisfactorily in current position
College degree strongly preferred.
