Manager Customer Operations Jobs in USA | Atlanta Airlines Terminal Company Career

Job Title: Manager Customer OperationsDepartment: OperationsReports to: Vice President of OperationsFLSA Status: ExemptPosition Summary: The Manager Customer Operations leads the Frontline AATC Team(Communications Center Coordinators, Lost & Found Coordinators, Customer Coordinators andSupervisors) in the day-to-day operation of the Central Passenger Terminal Complex (CPTC)providing for the safe, secure, and efficient use of the facility by passengers and employees.The AATC and airport operations runs in a fast paced 24 hour a day environment. TheManager develops and implements strategies and procedures to maximize performance amongservice providers within the AATC portfolio of contract agreements. Those contracts providecritical services that relate to the customer and employee airport experience. The Manager willbe responsible for maintaining financial discipline as it applies to the overall departmentalbudget. The Manager will also be responsible for overseeing staffing, training, scheduling, andaccountability of all levels of the frontline team. The Manager position will represent AATC as apoint of contact for all various agencies within the airport community – including Department ofAviation, Airport Regulatory Agencies, Airlines, as well as provide relevant communications tothe AATC team.Responsibilities

  • Lead and manage the frontline team through strong communication, empowerment, and

coaching techniques. Includes training, motivation, performance appraisals, and adherenceto company policy.

  • Improving operational efficiencies and performance through analytics, processes,

accountability, and communication with key stakeholders to drive results.

  • Ensure clear responsibility and ownership for monitoring & resolution of concerns within the

CPTC. When warranted, serve as the responsible party and provide updates to the team.

  • Participate in identification, planning, and implementation of initiatives to improve the

Operations organization.

  • Represent AATC as required, including attendance at assigned meetings, airport functions,

and industry events.

  • Assist with budget planning and manage the Operations budget.
  • Must always ensure proper coverage for the Operational Groups. Qualifications and Requirements:
  • Must be able to pass requirements for approval for an ATL badge with customs seal. This

includes a 10-year background search by fingerprint analysis.

  • Bachelor’s degree or 5 years of similar experience in lieu of a college degree.
  • 5 years of Operations management experience that involved mentoring and professional

staff development.

  • Advance skills in MS Office suite, including Excel and PowerPoint, and can clearly present

and articulate ideas. Experience with Infor EAM is a plus.

  • Must be available twenty-four hours per day, seven days a week to provide support during

planned or emergency situations or events to include being physically on site if deemednecessary.

  • Scheduled hours will potentially include evening hours and weekend days.

Success Characteristics

  • Excellent interpersonal, organizational, written, verbal and presentation skills to successfully

communicate a variety of responsibilities with accuracy.

  • High level of integrity and dependability with a strong sense of urgency, accountability and

results-orientation.

  • Outstanding project management skills with an ability to meet tight deadlines and prioritize

workloads.

  • Act as an intuitive thinker, willing to take prudent and necessary risk to achieve balanced

results (e.g., cost, people, service, quality)

  • Demonstrated maturity, credibility and self-confidence to function effectively in a demanding

environment as a balance of both a strategic and hands-on leader.

  • Willingness to “roll up sleeves” and evaluate operations first-hand, apply thoughtful

judgment and problem-solving skills.

  • Demonstrated commitment to data-driven decision making and the use of key performance

indicators in the execution (development, analysis, corrective action, communication, andpursuit and provision of feedback) of tactical, operational, and strategic responsibilities.

  • Strong problem solving and conflict resolution skills to manage complex tasks and those

that require balancing competing interests.

  • DemonstratJob Title: Manager Customer Operations

    Department: Operations

    Reports to: Vice President of Operations

    FLSA Status: Exempt

    Position Summary: The Manager Customer Operations leads the Frontline AATC Team

    (Communications Center Coordinators, Lost & Found Coordinators, Customer Coordinators and

    Supervisors) in the day-to-day operation of the Central Passenger Terminal Complex (CPTC)

    providing for the safe, secure, and efficient use of the facility by passengers and employees.

    The AATC and airport operations runs in a fast paced 24 hour a day environment. The

    Manager develops and implements strategies and procedures to maximize performance among

    service providers within the AATC portfolio of contract agreements. Those contracts provide

    critical services that relate to the customer and employee airport experience. The Manager will

    be responsible for maintaining financial discipline as it applies to the overall departmental

    budget. The Manager will also be responsible for overseeing staffing, training, scheduling, and

    accountability of all levels of the frontline team. The Manager position will represent AATC as a

    point of contact for all various agencies within the airport community – including Department of

    Aviation, Airport Regulatory Agencies, Airlines, as well as provide relevant communications to

    the AATC team.

    Responsibilities

    Lead and manage the frontline team through strong communication, empowerment, and

    coaching techniques. Includes training, motivation, performance appraisals, and adherence

    to company policy.

    Improving operational efficiencies and performance through analytics, processes,

    accountability, and communication with key stakeholders to drive results.

    Ensure clear responsibility and ownership for monitoring & resolution of concerns within the

    CPTC. When warranted, serve as the responsible party and provide updates to the team.

    Participate in identification, planning, and implementation of initiatives to improve the

    Operations organization.

    Represent AATC as required, including attendance at assigned meetings, airport functions,

    and industry events.

    Assist with budget planning and manage the Operations budget.
    Must always ensure proper coverage for the Operational Groups. Qualifications and Requirements:
    Must be able to pass requirements for approval for an ATL badge with customs seal. This

    includes a 10-year background search by fingerprint analysis.

    Bachelor’s degree or 5 years of similar experience in lieu of a college degree.
    5 years of Operations management experience that involved mentoring and professional

    staff development.

    Advance skills in MS Office suite, including Excel and PowerPoint, and can clearly present

    and articulate ideas. Experience with Infor EAM is a plus.

    Must be available twenty-four hours per day, seven days a week to provide support during

    planned or emergency situations or events to include being physically on site if deemed

    necessary.

    Scheduled hours will potentially include evening hours and weekend days.

    Success Characteristics

    Excellent interpersonal, organizational, written, verbal and presentation skills to successfully

    communicate a variety of responsibilities with accuracy.

    High level of integrity and dependability with a strong sense of urgency, accountability and

    results-orientation.

    Outstanding project management skills with an ability to meet tight deadlines and prioritize

    workloads.

    Act as an intuitive thinker, willing to take prudent and necessary risk to achieve balanced

    results (e.g., cost, people, service, quality)

    Demonstrated maturity, credibility and self-confidence to function effectively in a demanding

    environment as a balance of both a strategic and hands-on leader.

    Willingness to “roll up sleeves” and evaluate operations first-hand, apply thoughtful

    judgment and problem-solving skills.

    Demonstrated commitment to data-driven decision making and the use of key performance

    indicators in the execution (development, analysis, corrective action, communication, and

    pursuit and provision of feedback) of tactical, operational, and strategic responsibilities.

    Strong problem solving and conflict resolution skills to manage complex tasks and those

    that require balancing competing interests.

    Demonstrated ability to prioritize and manage multiple tasks and projects; excellent

    organizational, leadership, and delegation skills; and ability to work collaboratively.

    Effectively multi-task while managing and addressing important time-sensitive tasks.
    Flexibility in an ever-changing environment supported by efficient and effective decision

    making.

    This position is in Atlanta, GA. Atlanta Airlines Terminal Company is an Equal

    Opportunity Employer Offering Competitive Compensation And An Excellent Benefits

    package.

    ed ability to prioritize and manage multiple tasks and projects; excellent

organizational, leadership, and delegation skills; and ability to work collaboratively.

  • Effectively multi-task while managing and addressing important time-sensitive tasks.
  • Flexibility in an ever-changing environment supported by efficient and effective decision

making.This position is in Atlanta, GA. Atlanta Airlines Terminal Company is an EqualOpportunity Employer Offering Competitive Compensation And An Excellent Benefitspackage.