Job overview and responsibilities The Senior Manager of Customer Service is responsible for all front of the house functions to include check-in process, bag screening, checkpoints, the Federal Inspection Service (FIS), recheck in Terminals, Baggage Service, Sky Caps and signage. The manager is a front line imposer of all company and Governmental policies, procedures and mandates which includes, but are not limited to safety, training, staffing, leadership development, security directives, manuals, FAA, DOT, TSA, CBP and other requirements. Primary liaison with TSA, CBP and Airport Authority for the station. The manager is co-developer of the station financial, operational and strategic plans. Responsible to execute those plans and adjust as needed throughout the year in order to achieve corporate and local station goals. This position provides overall leadership direction to all Customer Service team members. Sr. Manager's organizational responsibilities also include: oversee Customer Service construction projects and signage, star Alliance Airport Chairperson for SAAT, trained in Emergency Response, active involvement in local airport community. Operational performance, financial controls & accountability Strategic planning for long term development of departments operation (FOH) Operational planning and safe implementation of all Customer Service operations (FOH) Employee/Business relationship development Interfacing with operational department leadership Interface with Business Partners & Vendors (Express/Colgan/CommutAir) Management & frontline employee development Working with Government Agencies: TSA/CBP, Airport Authority, FAA Required High School Diploma Excellent communication skills Strong knowledge of hub operations, BTW and ATW functions Thorough understanding of station controls/quality assurance Thorough knowledge of operational corporate policies and procedures Demonstrated leadership ability and desire to work in a very fast paced environment and leading a large scale organization Proactive management style, superior problem solving skills and drive for excellence 5 years Airline Management experience Must be legally authorized to work in the United States for any employer without sponsorship Successful completion of interview required to meet job qualification Reliable, punctual attendance is an essential function of the position Successful candidate must be able to clear a criminal history check in order to obtain and retain credentials necessary for position. Specific clearances include but are not limited to FAA / TSA / Airport Authority / US Customs. Must be legally authorized to permanently work in the U.S. without sponsorship. Preferred Bachelor Degree or related field experience in an airlines operational environment. Excellent communication skills, written and presentation Demonstrated leadership ability in large department environment Outstanding interpersonal skillsSalary Range: NAMinimum Qualification5 - 7 years
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