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Customer Experience Operations Manager
2 months ago
To ensure seamless customer experience operations, we are seeking a highly skilled and experienced professional to manage and direct our ground handling activities. As a Customer Experience Shift Manager, you will be responsible for overseeing Passenger Services, Special Handling, Porterage, Lost and Found, Trolley Management, and other services as directed by QAS Management.
Key Responsibilities- Manage and supervise Customer Experience Operations on a shift basis, ensuring high operational standards are maintained.
- Lead by example, promoting a safe working environment and excellent working practices in line with Company policies.
- Engage and monitor operational assessments, identifying potential non-compliance and implementing preventative and/or process improvement action plans.
- Investigate and report critical accidents, incidents, and operational constraints during the shift, supporting Managers in resolving service deficiencies.
- Ensure Company and individual carrier standards are followed and maintained at agreed service levels of quality and compliance.
- Monitor and control resource plans, aligning with agreed service standards for QAS and customer airlines.
- Build and maintain strong working relationships with internal and external stakeholders for process efficiencies.
- Monitor and support the rollout of new approved technologies to improve ground handling processes and activities.
- Review Standard Operating Procedures, provide feedback, and report discrepancies within operational areas.
- Participate in management and operational meetings to address issues, safety, and security.
- Conduct pre-shift meetings to discuss shift activities, expectations, and direct reallocation of staff as needed.
- Oversight of Customer Experience operational activities and respond effectively to situations in real-time environments.
To be successful in this role, you will need to possess excellent leadership and communication skills, with the ability to work effectively in a fast-paced environment. You will also need to be proactive, with a strong focus on customer satisfaction and operational excellence.
