(USA-WA-Seattle) Manager, Customer Service

**WHAT WE'RE ABOUT** We deliver excellence with passion. Each Horizon employee aims high, and working closely together, we soar. As a committed partner to Alaska Airlines, we connect the cities, people and promise of the West. Going the extra mile for guests and each other. Taking on each day knowing we're part of something remarkable. **YOUR ROLE** Role Summary The Manager, Customer Service is the leader of Station activities; including guest operations, safety, compliance and financial oversight for their portion of the operation. The Manager champions a superior level of customer service that will delight our guests at the airport. As the manager you will be responsible for ensuring employees are delivering a remarkable guest experience and the utmost safety standards are upheld. The manager has additional responsibilities that support all station training, aircraft gating, and maintains key relationships with the Port of Seattle, AS, and other business partners. Scope & Complexity This leadership position manages station operations for one of Horizon Air's largest hub. Must be able to run the day to day operations in a challenging, fast pace environment, while meeting financial objectives and maintaining strict compliance standards and exceeding customer service expectations. This leader must also be able to plan for long term training and gating needs, and support staffing through oversight of the Duty Desk. Key Duties - Responsible for oversight of all Passenger Service Agents (PSAs) and ground support operations, such as special services assistance and the communications group. - Ensures all operations and processes are compliant with federal, state, and airport authorities, as well as company policies. - Leads and develops Managers on Duty (MOD) and other customer service operations leaders to ensure optimal daily performance and oversees employee schedules to achieve optimal productivity. - Provides leadership training and development opportunities to help create a group of high performance leaders that are equipped to be proactive and ensure all station employees have a robust culture of Safety and Compliance and builds a positive and engaged employee group. - Responsible for maintaining the station budget, as well as station labor and non-labor resources, such as recruitment, concourse facilities, equipment and supplies, as well as monthly variance reports. - Leads and directs programs that promote process changes, which result in continual improvement in on-time performance, customer satisfaction, staff productivity and station financial performance while promoting a solid culture of safety and compliance. Directly oversees the Training Supervisor and all training programs; initial training, on the job training, monthly qualifications training, and recurrent training for above and below wing teams. - Coordinates with other divisions for planning station staffing, short term and long term, as well as recruiting and hiring. - Oversees station discipline including termination, probationary review, and furloughs. - Participates in the hiring and review of Leadership employees. - Represents Seattle Station in all Port Authority matters and decisions, represents QX in Company initiatives related to station operations, Airport Real Estate and customer facing experiences and events. - Monitors all above wing internal assets and controls; performs monthly self-audits as well as monitors Supervisors in compliance and station auditing program. - Collaborates with other AS and QX work groups to ensure we continually use a high-performance, customer centric approach. - Represents Horizon Air in airport and community events with professionalism, integrity, ingenuity and caring. Job-Specific Skills & Education Required - A minimum of 5 years of relevant operations experience in a 24/7 environment. - A minimum of 3 years of leadership experience. - Able to lead, motivate, and successfully communicate with a diverse workgroup and internal departments. - Knowledge of TSA, Customs, FAA and airline regulations. - Strong verbal, written and presentations skills. - Proficient in MS office and excel. - Proven ability to motivate and engage employees creating a team environment. - Demonstrate the ability to create and sustain a profitable budget. - High school diploma or equivalent. - Minimum age of 18. - Must be able to work in the U.S. Preferred - A Bachelor's of Science or a Bachelor's of Arts degree. Job-Specific Leadership Expectations Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable. **START YOUR NEW JOURNEY NOW** Submit your application by 3/11/2020 11:59pm (Pacific Time). We'll be happy to see it. **EQUAL EMPLOYMENT OPPORTUNITY** Horizon Air and Alaska Airlines are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. Horizon Air and Alaska Airlines will consider for employment qualified applicants with arrest and conviction records in accordance with applicable Federal, State, and local laws. Horizon Air and Alaska Airlines participate in E-Verify, a service of the Department of Homeland Security (DHS) and Social Security Administration (SSA), where required. **Job ID** 36282 **Location** Seattle, WA **FLSA Status** Exempt **Full/Part Time** **Regular/Temporary** Regular
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