Manager, Airport Operations Support

Description

The Manager, Airport Operations Support assists our Airports by being the SME for process and systems questions. The Airport Operations Support team assists Airports and are the advocate for our Customers during irregular operations (IROPS). Airport Operations Support resides in the Operational Control Center (OCC) at the Avelo Support Center.

Outcomes, Responsibilities, and Performance Measures

• The Manager, Airport Operations Support has superior knowledge of all Avelo Airport Operations processes and procedures and supports the Airports team by assisting with questions and processes as required.
•  Airport Crewmembers’ calls/messages receive a response within 3 minutes.

• The Manager, Airport Operations Support is proficient in all Airport Operations systems including the Reservation and Departure Control System and supports the Airports team by assisting with reservation irregularities and check-in/boarding challenges. Airport Operations Support contacts the appropriate IT or business partner to resolve issues in a timely manner.
• System operational questions are answered immediately.
• System outages are communicated to the appropriate Crewmembers and resolved as soon as practical. 

• Airport Operations coordinates all Airport activities during IROPS:
• Communicates pertinent information from Dispatch/Maintenance Control to the affected airports in a timely manner.
• Advises dispatch of all airport challenges relating to the IROPS.
• Acts as the Customer advocate by developing a plan with dispatch for the best Customer outcome in the given circumstances.
• Ensures timely announcements are made in affected airports by monitoring the appropriate Teams channel.
• Ensures Customers receive timely amenities such as food, water, snack provisions; hotel rooms; ground transportation as required.
• Initiates conference calls with Leadership if required in extreme circumstances.
• Communicates Customer Recovery requirements per the Customer Service Matrix to the Airports and the Customer Support Center (CSC).
• Communicates periodic updates to Operations Leadership.
• IROPS support is provided to airports.
• IROPS are managed timely, and effectively.
• IROPS preparation and processes continually evolve.

• The Manager, Airport Operations Support leads a team of Airport Operations Support Specialists:
• Recruits and hires Airport Operations Support Specialists.
• Trains and ensures proficiency of Airport Operations Support Specialists in processes, procedures, Reservation and DCS systems, decision-making, communication, escalation as required.
• Completes administrative responsibilities for Airport Operations Support Specialists such as scheduling, payroll, coaching/counseling as required. 
• Airport Operations Support Specialists are proficient.
• Airport Operations Support Specialists are productive and assist with developing new ideas.

• The Manager, Airport Operations Support works with OCC Managers and Airport Ops, Flight Ops, Inflight, Maintenance and the CSC to continually improve processes to ensure the best possible outcome for our Customers.
• All departments work together for the best possible outcome for our Customers.

Authority and Decision-Making Ability

Responsibility and Authority (approver)

• Development of processes to simplify and streamline IROPS.

Decision Participant (Influences)

• Decisions on Customer Recovery efforts during IROPS.
• Communication across all Operations departments.
• Customer recovery levels.

Competencies

Functional Competencies 

• Expert knowledge of airport operations and inter-departmental process flow.
• Ability to identify concerns or patterns and effectively problem solve while driving for excellence.
• Ability to interpret analytical data and lead corrective actions as required.
• Self-initiative and ability to work independently with little supervision.
• Excellent organizational skills and time management

Behavioral Competencies 

• Strong communication, collaboration, and leadership skills to influence performance.
• Ability to motivate and develop crewmembers to support their engagement, growth, and goal achievement.
• Independent judgment and sound decision-making skills
• Demonstrate the ability to work through complexity to identify root causes and develop effective and simple solutions.
• Tenacious problem solving and continuous improvement mindset.
• Strong written and verbal communication skills.
• Foster and develop teamwork and leadership that embraces our company’s “Purpose, Values and Vision”.

Requirements

Basic Requirements

• Flexible schedule to work a variety of shifts, including nights, weekends, holidays, and overtime. 
• Frequent sitting and the ability to work in a high stress environment.
• Ability to work through multiple problems/solutions prioritizing and sequencing the execution of issues to manage and resolve them quickly and effectively.

Education / Experience Requirements

• Minimum of five (5) years of airline Airport Operations experience.
• Minimum of three (3) years of management experience, preferably in the airline industry. 
• Become qualified and remain current in all responsible disciplines within 30 days including Complaint Resolutions Officer.
• High School diploma (or equivalent)
• Valid drivers license
• Ability to work without direct supervision.

May perform other responsibilities, as assigned. Responsibilities and duties may change when circumstances dictate. (e.g., emergencies, changes in workload, rush jobs or technical developments, etc.)