Job Description
Airport Customer Service is seeking individuals who have proven leadership experience and possess a high level of accountability for creating unforgettable customer experiences to join our team as a Department Manager. The successful candidate will lead a diverse team of airport professionals, administrative support personnel, and business partners. The candidate must be a composed, approachable, and visible leader with the skill to build high-performing teams through inclusion, consensus and creativity.
Department Managers are responsible for driving safety improvements, strengthening our strategy around service recovery, enhancing the customer experience through differentiated, world-class service, and managing a large operation during high-stress situations.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Research, develop, and propose changes, refinements, or evolutions to your department as part of Delta's broader evolution strategy with a vision to create high-end hospitality environments.
Promotes and upholds the Delta culture visible leadership - individual and group and verbal as well as written communication - in order to promote Delta corporate goals and workplace initiatives.
Ensures a smooth, safe and secure operation, emphasizing safety, collaboration and customer service consistent with the Delta brand.
Leads by example to ensure distinctive customer service is delivered to every Delta customer and resolves issues for customers regarding service failures or other complaints.
Models Delta's vision and values while maintaining and improving methods of communication with your team.
Accountable for all internal and external regulatory matters. Serves as liaison for Delta initiatives across all divisions while building effective business partnerships with Delta's outside contractors/business partners.
Responsible for ensuring that department goals are met or exceeded.
Manage costs and execute on budget targets throughout the year to ensure company financial objectives are met.
Develops both strategic and tactical plans that create a safety-conscious environment that results in employee safety and well-being.
Partner with Corporate Real Estate to develop and execute facility programs including engagement of design consultants and construction teams.
Develop business cases to support station projects and communicate benefits both financial and experiential.
Job Requirements
High school diploma, GED or High School Equivalency.
Embraces diverse people, thinking and styles
Consistently makes safety and security, of self and others, the priority.
A minimum 3 years' experience in leadership positions.
High standards of performance for self and others with ability to guide others in adhering to these standards.
Should have a thorough knowledge of Delta operational procedures and policies.
Able to identify, evaluate and refine functional results to improve the customer experience and operational performance.
Strong organizational skills.
Multi-tasking skills with the ability to make quick, prudent decisions.
Possess initiative, a high tolerance for stress, and the ability to solve complex problems.
Flexibility and personal stamina and requires in order to sustain long working hours in a constantly changing environment.
Able to travel as necessary.
(If transferring internally) Must be performing satisfactorily in present position.
Bachelor's Degree in business management or related fields or 5 plus years of relevant experience.
Previous experience navigating a matrixed environment is a plus.
Previous experience managing Above Wing and/or Below Wing operations is a plus.
Knowledge of airline or hospitality industry operations is strongly preferred.
5 years' experience in leadership positions is preferred.
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