United States, Arizona, Phoenix
Airport Customer Service
26-Jun-2023
Ref #: 21561
LinkedIn Tag: #LI-DA1
How you'll help us Keep Climbing (overview & key responsibilities)
Airport Customer Service is seeking an individual with proven leadership experience and a high level of accountability for creating unforgettable customer experiences to join our team as a Station Manager I at PHX. The successful candidate will lead a diverse team of airport professionals, including Above Wing and/or Below Wing employees, administrative support personnel, and business partners. The candidate must be a composed, approachable, and visible leader with the skill to build high-performing teams through inclusion, consensus and creativity.
Station Managers often serve as the top-ranking Delta representative in their city, responsible for driving safety improvements, strengthening our strategy around service recovery, enhancing the customer experience through differentiated, world-class service, and managing a large operation during high-stress situations.
- Researches, develops, and proposes changes, refinements, or evolutions to the station as part of Deltas broader evolution strategy with a vision to create high-end hospitality environments
- Promotes and upholds the Delta culture through visible leadership individual and group and verbal as well as written communication in order to promote Delta corporate goals and workplace initiatives
- Ensures a smooth, safe and secure operation, emphasizing safety, collaboration and customer service consistent with the Delta brand
- Leads by example to ensure distinctive customer service is delivered to every Delta customer and resolves issues for customers regarding service failures or other complaints
- Models Delta's vision and values while maintaining and improving methods of communication with the team
- Accountable for all internal and external regulatory matters
- Serves as liaison for Delta initiatives across all divisions while building effective business partnerships with Delta's outside contractors/business partners
- Responsible for ensuring that station goals are met or exceeded
- Develops annual station budgets and executes on targets throughout the year to ensure company financial objectives are met
- Develops both strategic and tactical plans that create a safety-conscious environment that results in employee safety and wellbeing
- Partners with Corporate Real Estate to develop and execute facility programs including engagement of design consultants and construction teams
- Develops business cases to support station projects and communicates benefits both financial and experiential
Benefits and Perks to Help You Keep Climbing
Our culture is rooted in a shared dedication to living our values Care, Integrity, Resilience, Servant Leadership, and Teamwork every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
- Competitive salary, industry-leading prot sharing program, and performance incentives
- 401(k) with generous company contributions up to 9%
- Paid time off including vacation, holidays, paid personal time, maternity and parental leave
- Comprehensive health Benefits including medical, dental, vision, short/long term disability and life Benefits
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
- Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
- Domestic and International space-available flight privileges for employees and eligible family members
- Career development programs to achieve your long-term career goals
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
- Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
- Recognition rewards and awards through the platform Unstoppable Together
- Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare
What you need to succeed (minimum qualifications)
- Minimum of 3 years of experience in leadership positions
- High standards of performance for self and others with the ability to guide others in adhering to these standards
- Should have a thorough knowledge of Delta operational procedures and policies
- Able to identify, evaluate and refine functional results to improve the customer experience and operational performance
- Strong organizational skills
- Multi-tasking skills with the ability to make quick, prudent decisions
- Possess initiative, a high tolerance for stress, and the ability to solve complex problems.
- Flexibility and personal stamina are required in order to sustain long working hours in a constantly changing environment
- Able to travel as necessary
- Must be performing satisfactorily in current position
- Consistently prioritizes safety and security of self, others, and personal data
- Embraces diverse people, thinking, and styles
- Possesses a high school diploma, GED, or high school equivalency
- Must be at least 18 years of age and have authorization to work in the United States
What will give you a competitive edge (preferred qualifications)
- Bachelors degree in Business Management or related fields, or at least 5 years of relevant leadership experience
- Previous experience navigating a matrixed environment
- Previous experience managing Above Wing and/or Below Wing operations
- Knowledge of airline or hospitality industry operations