The Airport Operations Manager directs the process and activities of frontline employees, including but not limited to CSAs, CXAs, Flex Reps, VSAs, or other non-exempt employees, and may assist the Senior Operations Manager in overseeing a brand or department of an airport location to ensure maximum performance through superior operational leadership, strong communication and maximum efficiency.
Wages $60,000
The Airport Operations Manager helps to provide overall leadership to non-exempt employees with responsibility for overall operating performance, customer satisfaction, positive employee culture, safety, service, budgets, and vendor relations. The Airport Operations Manager may lead a brand or a function and all brands, depending on the size of the location.
The key responsibilities and accountabilities for the Airport Operations Manager are:
- Responsible for daily operations, fleet availability, and revenue generation for his or her assigned function
- Leads and supports processes to meet and exceed customer expectations, and ensure alignment of the sales force with those sales methods and processes
- Resolves customer issues, ensuring a positive customer experience
- Pro-actively drive the sales process that leads to the creation of a dynamic, customer-focused zone commercial organization focused on selling value-added solutions (VAS)
- Constantly champions productivity improvements via employee involvement and accountability; ensures employees are following the Standards of Work (SOW)
- Actively engages in effective communication plans focused on building employee engagement in order to achieve business results
- Conducts performance evaluations that are timely and constructive, where applicable
- Manages the airport and assigned locations/geographic areas when the General Manager is not present
- Participates in the recruiting process, as required
- Provides management with various updates and indicators as requested
- Remains current on all administrative duties according to company policy
Educational Background:
High School Diploma required
Bachelor’s Degree preferred
Professional Experience:
1-3 Years prior experience of customer service or operations, according to specific job duties
Experience in car rental, hospitality, or tourism a plus
Results orientation
Ability to direct and motivate teams
Ability to work effectively with Senior leaders
Knowledge:
- Customer service resolution practices
- Excellent communication techniques
- People management and leadership capability
- Sales Management/Coaching ability
- Operations Management
Skills:
- Highly organized
- Ability to solve problems independently
- Working knowledge of Microsoft office suite.
- Time Management skills
- Customer service aptitude - Ability to address and resolve customer service issues
- Excellent oral and written communication skills
Competencies:
- Personal Accountability
- Effective Communication
- Demonstrates Initiative
- Passion for Customer Service & Stakeholder Success
- Trust & Integrity
- Adaptable and Flexible
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