Airport Customer Service Operations Manager

GAT is seeking a highly motivated, self-driven individual who excels as both an independent worker and a collaborative team player. The ideal candidate will have a strong drive for results and a passion for continuous improvement. Joining our team offers a competitive salary, excellent benefits, and an exciting, energetic work environment.

Job Summary

The Customer Service Operations Manager is responsible for establishing and enforcing safety policies, procedures, and working conditions that impact all employees within their team. This position oversees the immediate work environment and ensures the actions of all team members are in line with company standards. The manager will also coordinate operations to maintain a safe, efficient work environment while meeting customer service goals. This role requires working in a high-pressure environment, meeting strict timelines for departures and arrivals, and consistently displaying a positive, professional image.

Key Responsibilities

• Safety Leadership: Conduct monthly safety meetings for all employees, ensuring full participation. Perform flight audits, station audits, and “at-risk” behavior audits to maintain a safe working environment.
• Safety Communication: Instill safety awareness and ensure clear communication of safety policies and procedures to all employees, including new hires.
• Manpower Coordination: Collaborate with customers to determine staffing needs for group movements, peak travel periods, flight schedule changes, and out-of-scope requests.
• Staffing and Recruitment: Oversee recruitment and placement efforts, ensuring staffing levels meet operational requirements and customer expectations. Follow any instructions provided by the customer or their designee regarding standards and procedures.
• Regulatory Compliance: Ensure compliance with all relevant regulatory agencies, including FAA, OSHA, EPA, US Department of Labor, and EEOC.
• Incident Management: Investigate incidents of aircraft damage or employee injury, report findings, and implement corrective actions. Provide coaching and counseling for employees as needed.
• Disciplinary Oversight: Manage any disciplinary actions leading to termination, ensuring that proper documentation and policies are followed.
• Operational Supplies: Coordinate the purchase of necessary supplies to meet operational and customer standards.
• Payroll Oversight: Review payroll and daily hours to ensure compliance with budgetary constraints. Monitor and document out-of-scope costs and ensure proper approval.
• Meetings & Briefings: Lead weekly meetings with leads and supervisors, provide daily briefings with GSE mechanics for equipment updates and repairs, and participate in team or customer shift briefings.
• Facility Management: Ensure adherence to uniform and appearance guidelines. Conduct daily inspections of the facility, including supply rooms, storage, break rooms, and office areas.
• Reporting: Review daily, weekly, and monthly operational reports to ensure they are accurate and properly disseminated. Reports include shift reports, disciplinary actions, incident reports, safety meeting minutes, and employee evaluations.
• Service Failure Investigation: Investigate service failures such as chargeable delays, mishandling of baggage, cargo, and mail.
• Operational Planning: Administer station operational plans, including deicing, FOD (Foreign Object Debris) management, safety, winter operations, and baggage handling.
• Personnel Evaluations: Conduct performance evaluations for supervisors, administrative assistants, and GSE mechanics.
• Customer Liaison: Serve as the primary liaison with customer service, airport authorities, USPS, and customers to address operational concerns and maintain high levels of customer satisfaction.
• Issue Resolution: Respond to and investigate concerns raised by the customer's supervisory personnel. Visit relevant authorities to discuss any operational issues and attend local tenant, security, and safety meetings.
  
  

Qualifications

Other Duties as Assigned

• Experience: Strong understanding of airline customer service operations. Experience in managing teams and overseeing operational activities.
• Education: A 4-year college degree in a relevant field is strongly preferred, or equivalent experience in a related role. High school diploma or GED required.
• Skills: Basic computer proficiency (6 months) and typing ability of at least 35 words per minute. Must possess excellent communication skills, both verbal and written, and have a friendly, outgoing personality.
• Language: Ability to fluently read, speak, and understand English.
• Background: Must pass a pre-employment drug test and criminal background check. Must be free from disqualifying crimes.
• Availability: Must have reliable transportation and be available to work weekends, holidays, and days off as needed.
  
  

About GAT Airline Ground Support

GAT is an equal opportunity employer that bases hiring decisions on business needs and the qualifications of candidates. We are committed to diversity and do not discriminate based on any protected category. GAT is a drug-free workplace and conducts random drug testing. Employment is contingent upon passing a driving record check, a 10-year criminal history records check, and a drug screening. Proof of high school or GED completion is also required.

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