Position Summary:
The Manager of Customer Service is responsible for coordinating all aspects of strategic and operational initiatives within the Customer Service Department at LAX. The manager is responsible to lead, align, and develop Assistant Managers, front line supervisors, and front-line employees. Responsible to implement station financial and operational plans and adjust as needed throughout the year to achieve corporate and local station goals. They need to possess operational expertise and decision-making capability, financial, technology, logistics and management fields to support and create strategic objectives and direction. The manager will possess experience in goal directed leadership, analytical thinking, financial controls, budgeting, customer service and policy/procedures. Needs to have in depth knowledge of department work rules and positive relationship with the unions. They will collaborate with other departments including Operations Control Center, Flight Ops, Inflight, Maintenance, in addition to government agencies, business partners and vendors and is critical to be able to team for station success.
Key Responsibilities:
- Business/Employee relationship development with the goal of creating a positive employee culture
- Improve operational performance, financial controls, and safety
- Oversight and application of general department administration (answering internal and external inquiries, conduct investigations and hearings, Reasonable Accommodation Process, attendance and dependability for leadership team)
- Operational planning and safe implementation of all above the wing operations
- Active Involvement in local airport community
- Management and frontline employee morale, motivation, interaction, and development
- Oversight of all Customer Service functions: Ticket Counters, Gates, Baggage Service, Customer Care, Station Training
- Active role and support of divisional/company projects
- Strategically plan the long-term development of department operations
- Collaborating with divisional department leadership and peers as well as Corporate Support Center resources
- Build and develop the quality and retention of the Hub Assistant Manager, Frontline Supervisors, and Lead Customer Service Representative ranks
- Direction and development of Hub Assistant Manager and Frontline Supervisor team, as well as ability to engage frontline Lead
- Customer Service Representative and Customer Service Employee population
- Customer Satisfaction Net Promoter Score
- Working with business partners and vendors
Required Education & Experience:
- 3+ years of people leadership experience
- Experience with mentoring and developing leadership in a team of direct reports
- Demonstrated leadership experience, emphasizing relationship building, creative problem solving, and prioritizing multiple demands in a large departmental environment
- High school graduate
- Extensive experience in leading employees and customer service operations
- Change Management experience
- Shown experience in employee and customer advocacy
- Ability to lead and sustain continuous improvement environment and initiatives
- Must be legally authorized to work in the United States for any employer without sponsorship
- Negotiation and collaboration skills in regard to implementation of a CBA
- Confirmed project management experience
- Excellent employee and union relations as well as experience administering union contracts
- Experience in relationship building and negotiation with contract vendors, government agencies, such as Airport Authority and customer service support center
- Bachelor degree in Business Administration or related field
- Excellent Communication skills (verbal and written, including presentations)
- 3-5 years operational experience