Experienced Director - AO Customer Service – Airline Operations and Customer Experience Management

Are you a seasoned professional with a passion for delivering exceptional customer experiences and driving operational excellence in a fast-paced airline environment? Do you have a proven track record of leading high-performing teams and achieving business objectives in a unionized labor force climate? If so, we invite you to join arenaflex, a world-leading airline, as our Director - AO Customer Service, responsible for overseeing the customer service operations at our Chicago ORD airport station.

About arenaflex

arenaflex is a global airline that operates in multiple regions around the world, serving millions of customers and employing thousands of team members. Our mission, "Connecting People, Joining the World," reflects our commitment to elevating and empowering the communities we serve. We're on a journey to become the best airline in the history of flying, and we're looking for talented individuals like you to join our team.

About the Role

As our Director - AO Customer Service, you will be responsible for leading a team of customer service professionals, ensuring that our customers receive exceptional service and support at all times. You will be the primary point of contact for airport operations, overseeing the execution of operational plans, and driving financial performance. Your expertise will be crucial in maintaining a positive and productive work environment, fostering strong relationships with our unionized workforce, and ensuring compliance with regulatory requirements.

Key Responsibilities

* Provide leadership and oversight to the customer service team, ensuring that they are equipped to deliver exceptional customer experiences.

• Drive operational excellence, achieving planned financial targets, and maintaining a high level of customer satisfaction.
• Collaborate with airport stakeholders, including union representatives, to ensure smooth operations and positive labor relations.
• Develop and implement strategies to improve customer service, operational efficiency, and employee engagement.
• Oversee the management of airport resources, including personnel, equipment, and facilities.
• Ensure compliance with regulatory requirements, including safety and security protocols.
• Develop and maintain relationships with key stakeholders, including airport authorities, airlines, and government agencies.

Station Functional Execution

* Drive key performance indicators (KPIs) such as OT:00, STAR, Int'l, MST, Commitment, MBTA, and Joined Track, UP, Client Managing, Slope Managing measurements.

• Ensure PLB objective achievement.
• Supervise Genius Group process.
• Station Wellbeing and Security:

+ Guarantees Airplane Harm and LTI objective accomplishment. + Upholds PPBM/Pack consistence. + Guarantees station late weight consistence. + Guarantees Mishap examination and detailing. + Takes part in audit sheets (PRB, SRB, and ARB).

• Fills in as Government office contact (TSA, Air terminal Power, CBP, Police, Fire, FBI, DPU, FAM).

Employee Exercises

* Guarantees Polite, Mindful, and Deferential workplace (ECI execution).

• Answerable for executing preparing program: compulsory, repetitive, and impromptu.
• Guarantees Worker Commitment and Enablement.
• Answerable for durable acknowledgment program.
• Upholds ability the board and progression arranging.
• Keeps up with shared liability regarding Health The board.
• Drives Issue Goal Cycle in every space of liability.

Financial Execution

* Oversees piece of consolidated financial plan of $50-60M.

• Guarantees Cost control: cost and capital financial plans accomplishment.
• Oversees labor conveyance against plan.
• Drives Upsell execution for the station to meet or surpass objective.

Requirements

* Four-year college education or comparable significant work insight.

• 7+ years the executives experience in an air terminal functional climate.
• Shown outcome in the administration of a multi-division, complex business including tasks, planned operations, business frameworks, execution measurements, and spending plans.
• Shown progress in the administration of individuals.
• Shown outcome in navigation and objective - coordinated administration.
• Demonstrated capacity in issue ID, examination, and activity arranging and information on constant improvement strategies.
• Strong experience with functional and corporate cycles and systems.
• Experience overseeing Wellbeing related programs and administrative prerequisites.
• Past experience overseeing in a unionized labor force climate.

What We Offer

* Competitive salary and benefits package.

• Opportunities for career growth and professional development.
• Collaborative and dynamic work environment.
• Recognition and rewards for outstanding performance.
• Comprehensive training and development programs.
• Flexible work arrangements and work-life balance.

How to Apply

If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume, cover letter, and any relevant supporting documents, through our online portal. Apply Job! We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job