Experienced Director - AO Customer Service – Airline Operations Management

At arenaflex, we're on a mission to revolutionize the airline industry by providing exceptional customer experiences that exceed our passengers' expectations. As a Director - AO Customer Service, you'll play a vital role in shaping the future of our airline operations, driving business growth, and fostering a culture of innovation and excellence.

About arenaflex

arenaflex is a leading airline that operates globally, serving millions of passengers every year. Our vision is to become the best airline in the world, and we're committed to achieving this goal by investing in our people, technology, and infrastructure. We're a company that values diversity, inclusivity, and teamwork, and we're passionate about creating a workplace that's welcoming and empowering for all our employees.

Job Summary

As a Director - AO Customer Service, you'll be responsible for leading a team of customer service professionals at our Chicago ORD airport location. You'll oversee the day-to-day operations of our customer service team, ensuring that our passengers receive exceptional service and support throughout their journey. Your primary focus will be on driving business growth, improving customer satisfaction, and fostering a positive and inclusive work environment.

Key Responsibilities

* Lead a team of customer service professionals, providing guidance, coaching, and development opportunities to ensure their success

• Develop and implement strategies to improve customer satisfaction, loyalty, and retention
• Collaborate with cross-functional teams to drive business growth, improve operational efficiency, and enhance the passenger experience
• Analyze customer feedback, complaints, and suggestions to identify areas for improvement and implement changes
• Develop and manage budgets, forecasts, and performance metrics to drive business growth and improve customer satisfaction
• Foster a positive and inclusive work environment, promoting diversity, equity, and inclusion in all aspects of our operations
• Develop and implement training programs to enhance customer service skills, product knowledge, and operational efficiency
• Collaborate with leadership to develop and implement policies, procedures, and processes to improve customer satisfaction and drive business growth

Station Functional Execution

* Drive key performance indicators (KPIs) such as OT:00, STAR, Int'l, MST, Commitment, MBTA, and Joined Track, UP, Client Managing, Slope Managing measurements

• Ensure PLB objective accomplishment and supervise Genius Group process
• Guarantee Airplane Harm and LTI objective accomplishment, uphold PPBM/Pack consistence, and ensure station late weight consistence
• Participate in audit sheets (PRB, SRB, and ARB) and fill in as Government office contact (TSA, Air terminal Power, CBP, Police, Fire, FBI, DPU, FAM)

Employee Exercises

* Guarantee Polite, Mindful, and Deferential workplace (ECI execution)

• Execute preparing program: compulsory, repetitive, and impromptu
• Guarantee Worker Commitment and Enablement, durable acknowledgment program, and ability the board and progression arranging
• Keep up with shared liability regarding Health The board and drive Issue Goal Cycle in every space of liability

Financial Execution

* Oversee piece of consolidated financial plan of $50-60M

• Guarantee Cost control: cost and capital financial plans accomplishment
• Oversee labor conveyance against plan and drive Upsell execution for the station to meet or surpass objective

Requirements

* Bachelor's degree or equivalent significant work experience

• 7+ years of management experience in an airport operational environment
• Proven track record of success in managing a multi-division, complex business, including tasks, planned operations, business systems, execution metrics, and budgets
• Proven ability to manage people, navigate and objective-coordinated management, and drive issue ID, examination, and activity arranging
• Strong experience with operational and corporate cycles and systems
• Experience overseeing Health-related programs and administrative requirements
• Past experience overseeing in a unionized workforce environment
• Departmental Health
• Administrative and Strategy consistence
• Departmental preparation
• Functional oversight for merchant powering activities
• Functional oversight for all deicing tasks
• Functional oversight for unique services regions (wheelchairs, UMNRs, etc.)
• Worldwide Services and arenaflex Club support

Project Management Skills

arenaflex is an equal opportunity employer. arenaflex initiates, utilizes, prepares, redresses, and advances paying little heed to race, religion, variety, public beginning, orientation character, sexual direction, actual capacity, age, veteran status, and other safeguarded status as expected by appropriate regulation. We will guarantee that people with handicaps are given sensible convenience to partake in the request for employment or screening, to perform urgent work capabilities. If it's not too much trouble, contact [email protected] to demand convenience.

How to Apply

If you're a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for this position. Please submit your application, including your resume, cover letter, and any other relevant documents, through our online portal. Apply Job! Apply for this job