Job Description
GAT Airline Ground Support is looking for a highly motivated, results-driven, and proactive individual to fill the role of Account Manager overseeing both ramp and customer service operations for a dedicated airline account. This leadership position requires a self-starter and team player with a strong drive for continual improvement. As part of our team, you will benefit from a competitive salary, comprehensive benefits, and a creative and dynamic work environment.
Job Summary: The
Account Manager will oversee the daily operations for both ramp and customer service functions, managing the performance of Operations Managers within these areas. You will be responsible for ensuring operational excellence, maintaining safety standards, and meeting the customer's expectations. The Account Manager plays a key role in fostering positive relationships with the airline customer, as well as managing a team that supports a safe, efficient, and customer-focused environment. This role requires the ability to work in a fast-paced environment while adhering to strict timelines and service standards.
Key Responsibilities: - Leadership & Oversight:
- Supervise and provide leadership to both the Ramp Operations Manager and the Customer Service Operations Manager , ensuring that both teams are aligned with company policies, safety regulations, and customer expectations.
- Foster a culture of continuous improvement by coaching and mentoring Operations Managers and staff.
- Lead by example and maintain a professional, positive image of the company at all times.
- Safety & Compliance:
- Ensure all safety policies and procedures are communicated and enforced across both ramp and customer service operations.
- Conduct regular audits (flight audits, station audits, and "at-risk" behavior audits) to ensure compliance with safety standards.
- Ensure compliance with all relevant regulatory agencies, including FAA, OSHA, EPA, and EEOC.
- Customer Relationship Management:
- Serve as the primary point of contact for the airline customer, building and maintaining strong relationships to ensure customer satisfaction.
- Act as the liaison between the customer and internal teams to resolve issues, respond to concerns, and proactively address potential service failures.
- Collaborate with the customer to define staffing requirements, adjust to changes in flight schedules, and address any out-of-scope requirements.
- Staffing & Recruitment:
- Work closely with the General Manager and HR to maintain optimal staffing levels across both ramp and customer service operations.
- Oversee the recruitment, screening, and interviewing processes to ensure staffing needs are met.
- Ensure new hires receive proper onboarding and training, including safety and customer service protocols.
- Operational Efficiency & Budget Management:
- Monitor operational performance to ensure efficiency and cost control.
- Oversee the tracking of daily hours, payroll, and staffing to remain within budgetary constraints.
- Review and approve operational purchases and ensure adequate supplies are available to meet customer service standards.
- Training & Development:
- Coordinate ongoing training and development for all staff, ensuring operational excellence in both ramp and customer service functions.
- Ensure all required certifications and training are up-to-date for team members.
- Performance Management:
- Review and assess operational performance through regular meetings and reporting.
- Conduct performance evaluations for Operations Managers and other key staff members.
- Address any performance issues, including conducting coaching sessions, disciplinary actions, and potential terminations if necessary.
- Reporting & Documentation:
- Oversee the preparation and distribution of daily, weekly, and monthly operational reports, ensuring proper dissemination of information to all relevant stakeholders.
- Ensure all incidents (aircraft damage, injuries, service failures) are properly documented and corrective actions are implemented.
- Ensure the timely submission of all required reports to corporate headquarters, including payroll changes, incident reports, and employee evaluations.
- Operational Planning & Coordination:
- Manage and oversee the implementation of various station operational plans such as deicing, FOD (Foreign Object Debris), safety procedures, winter operations, and baggage handling protocols.
- Collaborate with local authorities and attend airport tenant, security, and safety meetings to stay current with regulatory changes and operational updates.
Requirements: - Strong understanding of both Ramp Operations and Customer Service Operations .
- Proven ability to manage, lead, and mentor teams, with strong interpersonal and communication skills.
- A minimum of 4 years of experience in aviation ground services, with at least 2 years in a leadership or management role.
- A college degree in a relevant field is preferred, or equivalent experience.
- High School diploma or GED is required.
- Ability to fluently speak, read, and write in English.
- Proficient in Microsoft Word, Excel, and Outlook; experience with payroll systems is a plus.
- Strong organizational and time management skills with a keen eye for detail.
- Ability to handle multiple tasks and work effectively in a fast-paced environment.
- Must be able to pass a pre-employment drug screen, FBI fingerprint background check, and clear a 10-year criminal history record check.
- Must have reliable transportation and be able to work weekends, holidays, and off-hours as needed.
Work Environment: - Ability to work in a fast-paced and dynamic environment.
- Must be safety-minded and detail-oriented.
- Strong communication skills to effectively convey operational instructions, policies, and procedures.
- Ability to provide feedback and guidance to team members in a constructive manner.
- Maintain a professional demeanor and ensure the team adheres to company policies and customer expectations.
About GAT Airline Ground Support: GAT Airline Ground Support is an equal opportunity employer that bases hiring decisions on business needs and the best-qualified candidates. We do not discriminate based on any protected category. GAT Airline Ground Support is a drug-free workplace and conducts random drug tests. Employment is contingent upon a clean driving record, passing a criminal background check, and drug screen as required.
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