Introduction to Blithequark
At blithequark, we are on a mission to revolutionize the airline industry by providing exceptional customer service and connecting people from all over the world. Our vision - Connecting People, Connecting the World - is more than just a slogan; it's a promise to our customers, employees, and the communities we serve. As a global organization with a diverse workforce and operations in multiple locations, we are committed to promoting diversity, equity, and inclusion in everything we do. We believe that a diverse and inclusive workplace is essential to driving innovation, creativity, and success.
About the Role
We are seeking an experienced and skilled Airline Customer Service Director to join our team at blithequark. As a Director - AO Customer Service, you will be responsible for providing leadership and oversight to our airport operations team, ensuring that we deliver exceptional customer service and achieve our operational and financial goals. This is a full-time, on-site role located at one of our major airport hubs, and we are looking for someone who is passionate about customer service, leadership, and aviation.
Key Responsibilities
- Provide leadership and oversight to the airport operations team, including operational performance, customer service delivery, and employee engagement
- Drive reliability metrics, such as OT:00, STAR, Int'l, MST, Commitment, and MBTA, and ensure that we meet our financial targets
- Collaborate with union leadership to ensure fair and equitable administration of collective bargaining agreements and positive labor relations
- Ensure compliance with safety and security regulations, including PPBM/Pack compliance, station late weight compliance, and accident investigation and reporting
- Participate in review boards, such as PRB, SRB, and ARB, and serve as a government agency contact (TSA, Airport Authority, CBP, Police, Fire, FBI, DPU, FAM)
- Develop and implement training programs, including compulsory, recurrent, and ad-hoc training, and ensure that employees are engaged and enabled to deliver exceptional customer service
- Manage a budget of $50-60M and ensure cost control, labor distribution, and upsell performance
Essential Qualifications
To be successful in this role, you will need to have:
- A bachelor's degree or equivalent significant work experience
- 7+ years of management experience in an airport operational environment
- Proven track record of success in managing a multi-division, complex business, including operations, logistics, business systems, performance metrics, and budgets
- Strong leadership and management skills, with experience in managing people, navigating and goal-oriented management, and issue identification, analysis, and action planning
- Experience with operational and corporate processes and systems, including safety-related programs and regulatory requirements
- Past experience managing in a unionized workforce environment
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Project management skills and experience
- Experience with departmental safety, regulatory compliance, and departmental training
- Functional oversight for vendor fueling operations, deicing operations, and special services areas (wheelchairs, UMNRs, etc.)
- Global Services and blithequark Club support experience
Skills and Competencies
To be successful in this role, you will need to have:
- Strong leadership and management skills, with experience in managing people and teams
- Excellent communication and interpersonal skills, with the ability to build strong relationships with employees, customers, and stakeholders
- Strong problem-solving and analytical skills, with the ability to identify issues and develop effective solutions
- Ability to work in a fast-paced, dynamic environment, with a focus on delivering exceptional customer service and achieving operational and financial goals
- Strong knowledge of safety and security regulations, including PPBM/Pack compliance, station late weight compliance, and accident investigation and reporting
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Director - AO Customer Service, you will have access to a range of training and development programs, including leadership development, operational training, and safety and security training. You will also have opportunities to network with other professionals in the industry and to develop your skills and knowledge in a range of areas, including customer service, leadership, and aviation.
Work Environment and Company Culture
At blithequark, we are proud of our diverse and inclusive workplace culture. We believe that a diverse and inclusive workplace is essential to driving innovation, creativity, and success, and we are committed to promoting diversity, equity, and inclusion in everything we do. As a Director - AO Customer Service, you will be part of a team that is passionate about customer service, leadership, and aviation, and you will have the opportunity to make a real difference in the lives of our customers and employees.
Compensation, Perks, and Benefits
As a Director - AO Customer Service at blithequark, you will be eligible for a range of compensation, perks, and benefits, including:
- A competitive salary range of $35-$40 per year
- A comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off
- Opportunities for career growth and development, including training and development programs and networking opportunities
- A dynamic and inclusive workplace culture, with a focus on diversity, equity, and inclusion
- Access to a range of perks and benefits, including employee discounts, free or reduced-rate travel, and more
Conclusion
If you are a motivated and experienced airline customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Director - AO Customer Service at blithequark, you will have the opportunity to make a real difference in the lives of our customers and employees, and to be part of a team that is passionate about customer service, leadership, and aviation. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now!
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