Job description
We’re looking for motivated, engaged people to help make everyone’s journeys better.
Main Duties and Responsibilities:
- Manages the team responsible for timely and accurate communication of service schedules through web based Inflight Exchange (IFX4) software.
- Manages the team responsible for the creation and maintenance of master data / rule engines in the IFX Scheduling module.
- Responsible for the commercial, operational and financial performance of the Service Scheduling team.
- Responsible for the definition, documentation and training of the data structure and processes used in managing the IFX Scheduling module.
- Assists the Director, Inflight Solutions with the creation of all Customer Care business cases and any internal and/or customer related business process improvements.
- Meets or Exceeds Service Level targets established between Customer Care and airline customer and manages service level agreements (SLAs) for Service Scheduling.
- Proactively involved in key customer projects.
- Assists with identifying opportunities to improve processes, performance, profitability and grow the scope of business with our airline customer.
- Assists in the renegotiation of the Customer Care contract with our airline customer.
- Participates in the development of a true partnership between the Company’s Customer Care, airline customer, Product Management team and other potential customers.
- Recruits, trains and develops members of the team, then monitors performance of assigned team staff and promotes opportunities for career development.
- Assists with the planning and coordination of customer events.
Qualifications
Education:
- Associates degree required, Bachelor’s degree or equivalent work experience preferred
Work Experience:
- Professional experience in an industry such as Accounting or other financial field
- Preferred: experience in airline / airline catering related business
- Maintaining and analyzing large volumes of complex data and/or rules based systems
- Leading teams responsible for timely and accurate management of complex and critical data sets
- Business process improvement and business technology coordination
- Documenting complex business processes
- Leading teams and/or project implementations
- Developing strong relationships with Customers
- Preferred: working knowledge of all components of the Inflight Solutions business model
Job Skills
- Strong leadership, project management and process improvement skills
- Highly organized - able to prioritize and manage multiple projects/deadlines simultaneously
- Proficient at interpreting and converting complex data sets into a system-based rule engine
- Strong analytical, critical thinking and communication skills
- Capable of developing fresh ideas and strategies to solve complex and unique issues
- Remains calm under pressure and works in a concise, clear and focused manner
- Team player with strong interpersonal skills
- Open minded and adaptable – eager to learn!
- Effective communicator – able to present/explain complex concepts/solutions in simple terms
- Strong, positive customer service ethic
- Strong sense of ethics and accountability
Language / Communication Skills:
- Strong written and verbal communication skills.
- Proficient in optimizing technology communication tools such as Smartsheet.
- Communicate professionally with all levels of internal and external customers.
Job Dimensions
Type of Employment: Full-time
Travel %: Willing to travel as required
Exemption Classification: Exempt
Internal Relationships: Employees at all levels of the organization
External Relationships:
Customers
Work Environment / Requirements of the Job: Normal office environment
gategroup Competencies Required to be Successful in the Job:
- Thinking – Information Search and analysis & problem resolution skills
- Engaging – Understanding others, Team Leadership and Developing People
- Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively
- Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus
Demonstrated Values to be Successful in the Position
Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:
- We treat each other with respect and we act with integrity
- We communicate and keep each other informed
- We put our heads together to problem solve and deliver excellence as a team
- We have passion for our work and we pay attention to the little details
- We foster an environment of accountability, take responsibility for our actions and learn from our mistakes
- We do what we say we will do, when we say we are going to do it
- We care about our coworkers, always taking an opportunity to make someone’s day better
The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law.
For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser:
http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
If you want to be part of a team that helps make travel and culinary memories, join us!
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