How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
The Operations Service Manager "OSM" directs and supports Airport Customer Service "ACS" personnel in all operational-related activities and in non-routine situations. He/She reports to the Station Manager.
This Position
- Provides strong leadership to vendor and partner employees, front line and operations teams.
- Oversees and coordinates operational performance, including safety, on-time departure (D-Zero) and ATT (Aircraft Turn Time metrics), security and customer service delivery.
- Has to be strong in all operational-related activities and in their organization and coordination (including Catering, Fueling, Maintenance, Ramp & Passenger Service activities as well as Security, Safety and high customer quality service delivery) as well as in non-routine situations.
- Serve as an effective operational liaison between Delta and all contracted Business Partners within a station.
- Ensures delivery of distinctive and thoughtful customer service.
- Must be a key communicator, can set strong performance standards and lead business partner and vendor work teams through change, innovation and acceptance of new policies and procedures; he/she must be strategic in thought processes and show strong decision-making attitude.
- Must be efficient in building relationships with business partners, vendors, government agencies and local authorities to drive consistent positive business results and has to be able to attend management level meetings in this respect.
- Promotes team building with business partners and vendors for work force and leadership.
- Must show strong analytical, organizational, and administrative skills and be able to multi-task and focus on different priorities in different operational areas at the same time.
Additional Duties Include
- Completes and forwards statistics, reports, inventories, passenger complaints and insurance claims responses to Station Manager and appropriate departments.
- Keeps communication and coordination channels with Delta management, peers within and outside the station in order to keep awareness of Delta and local airport procedures (with particular attention to safety/security matters).
- Initial emergency response activation.
- Supports employee evaluations and employee development.
- Performs all managerial tasks and functions.
- Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.
- Additional tasks may be required based on operational and business needs.
What You Need To Succeed (Minimum Qualifications)
- Must have valid authorization to live and work in Greece at the time of application. Delta does not provide visa sponsorship for this role.
- Fluent in English and Greek (written and oral).
- Flexibility and personal stamina are required to sustain long working hours in a constantly changing environment.
- Multi-task orientated.
- Ability to identify, evaluate, and refine functional results to improve customer experience.
- Ability to make quick, prudent decisions.
- Be able to travel as necessary.
- Be willing to work long hours as needed.
- Set high standards of performance for self and others and must be able to guide others in adhering to these standards.
- Embrace diverse people, thinking, and styles.
- Consistently prioritizes safety and security of self, others, and personal data.
- Exhibit strong organizational skills.
- Have working knowledge of all Delta computer systems, including Microsoft Office, OSS, RES, and SNAPP systems.
- Possesses a high school diploma, GED, or equivalent.
What Will Give You a Competitive Edge (Preferred Qualifications)
- 3 plus years of previous leadership experience, including direct reports.
- Sufficient knowledge of cargo activities and requirements so as to be able to serve as a liaison with Business Partner Cargo department and be able to guarantee safety/security and quality cargo compliance in station.
- Efficiency in coordinating FAA/TSA and Corporate Quality Audits by guaranteeing the operation is compliant in all aspects and the Business Partners are following DL requirements.
- Efficient in administrative skills like invoice handling/processing and approval, minor contracts handling, material ordering and follow-up as well as timely prompt information sharing with all Business Partners. He/she has to support the Station manager in other administrative duties like budgeting, cost control and personnel-related paperwork.
- Ability to speak in public and deliver local trainings / motivational briefing sessions to Business Partners work force teams and leaders.
- Provide tactical support including working with airlines partners to identify and consolidate any local processes seams or identify and solve any local operational issues.
- He/she must have ability to handle logistics in case of IROPs for customers/crew or DL employees assisting with IROPs or visiting the station (hotel accommodation, ground transportation/scheduling)
