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2 months ago
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Operations Service Manager


Delta Air Lines
Location: Santa Ana
Job type: Permanent
Sector: Business & Administration
Category: Senior Manager
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Job Summary:
- 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.
- Develops both strategic and tactical plans that result in a safety-conscious environment that promotes and maintains employee safety and well being.
- 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 well-being.

Job Qualifications:
- Must have demonstrated expertise in operations and customer service with a minimum of three years ACS experience highly desired.
- College degree strongly preferred.
- 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.
Job Summary:
- 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.
- Develops both strategic and tactical plans that result in a safety-conscious environment that promotes and maintains employee safety and well being.
- 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 well-being.

Job Qualifications:
- Must have demonstrated expertise in operations and customer service with a minimum of three years ACS experience highly desired.
- College degree strongly preferred.
- 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.

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