The Operations Service Manager (OSM) is responsible for providing leadership to front-line teams and the operation. Additionally, this role oversees and coordinates operational performance including, but not limited to, on-time departure, safety, security, customer service delivery and other key performance indicators.
As an OSM, you will serve as an operational liaison between Delta and all contracted business partners within a station. In this Delta leader role, you will also monitor at-risk behaviors through daily safety observations and provide coaching, training and corrective action as needed. In addition, you participate in incident analysis reports, safety action reports and applicable station safety meetings.
The OSM ensures adherence to the station’s Safety Business Plan in addition to assuring compliance to divisional performance and safety standards. Moreover, in this role, you will ensure distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity. You will be responsible for being a key communicator of timely and accurate information and be required to set performance standards and ensure employee accountability. As a Delta leader it is paramount that you will provide support, guidance, coaching and motivation based on individual needs and be champion leading others through change.
The qualified candidate must be strategic in thought processes and decision-making. The qualified candidate must also have the capability to measure and analyze employee performance through the use of performance management tools, available customer service and operational metrics, job shadowing and direct observation. Must champion recognition and rewards.
As part of the station leadership team, the successful candidate will be responsible and accountable for the timely completion and delivery of performance appraisals, quality assurance observations, performance discussions, coaching and counseling and administrative action. The successful candidate must be a strong advocate of employee recognition. Continued training and development in building leadership capabilities is expected. As a Delta leader, the Operations Service Manager will be required to develop both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.
Responsibilities include but not limited to:
- Monitors and supports all employee activities, both ACS above and ACS below wing, including, but not limited to, safety, security and local/technical compliances
- Responsible for the leadership and implementation of safety initiatives, on-time operational performance, customer service initiatives and programs, baggage services initiatives, IROP management and recovery plans along with other strategic initiatives
- May also be responsible for maintaining relationships with the local government agencies and other contract services that support the successful execution of the operational performance
- Additional job functions as assigned depending upon workload demand and operational needs
- Supports the Station Manager in all administrative duties, including but not limited to budgeting, cost control, invoice processing, personnel-related paperwork, and other related airport functions
- Measures performance, analyzes, completes and forwards statistics, reports, inventories, passenger complaints, and insurance claims response
- Supports Deltas leadership values and keeps communication and coordination channels with Delta management, with peers within and outside the station, with staff, and with contractor leaders in order to keep awareness and compliance with Delta and local airport procedures and regulations with particular attention to safety and security matters
- Responsible for maintaining Delta Customer Service standards, keeping frontline group (both DL and contractors) up-to-date and therefore conscious and motivated
- Responsibilities will include supplies ordering, equipment and facilities/building maintenance as mandated and in coordination with the station manager
- Also includes coordination of emergency situations in support of, or in the Station Managers absence.
- Should be capable of working under high stress environment
- Continued training and development in building leadership capabilities is expected
- Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being