Operations Manager - Dallas, TX

Summary/Objective: The Operations Center team provides 24 hour coordination and execution of client crew accommodation requests. In coordination with other departments, the Operations Manager ensures that the Operations Center team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers.

The Operations Manager facilitates problem resolution associated with planning, scheduling, systems and applications. Ensures that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances. This position has managerial responsibility for Supervisors, Operations Agents, Remote Agents, Client Onsite Agents, Client Service Specialists and other non-exempt team members within the Operations Center.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Tracks the status of the API dashboard, noting any deviations from normal changes, reassignments and relocations.
• Evaluates business options which can be taken to insure accommodation resolution in an effective and timely manner.
• Relays information and coordinates with necessary departments to initiate and implement required changes, coordinating with and updating senior management as necessary.
• Maintains a chronological shift log for recording key data for daily events.
• Resolves operational issues affecting unconventional requests and evaluates overall impact of delays for accommodations and/or sold out locations based on client Service Level Agreement (SLA).
• Provides guidance to Operations Center personnel during regular and irregular operations (IROPs). Serves as lead subject matter expert advising Operations staff on a variety of operational issues.
• Focal point for contingency planning during operational disruptions.
• Ensures current, accurate information and procedures are utilized. Addresses operations work methods and problems. Ensures the team has up to date information to carry out the responsibilities of their positions.
• Supports organizational policies and senior leadership through productive analysis and constructive suggestions. Provides operational input for daily senior management briefings as required. Examines and recommends changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule plan.
• Analyzes issues that have potential impact on ACES dashboard application, and relays information to supporting departments, marketing, department managers, Operations Center Director, and senior company management as appropriate. Reviews and recommends the most efficient hotel accommodation and/or transportation options to optimize use of resources to fulfil customer’s requirements. Reviews and recommends responses for issues which will require follow-up analysis.
• Coach and mentor Operations Supervisors and team members.
• Provide Operations Agents with comprehensive qualitative quarterly audit feedback to include attendance updates, voice audit summaries, analysis of productivity levels against goals and summary communication of departmental and/or business news.
• Support the management of daily transaction time; answer rate and response time goals.
• Work closely with all supervisors to ensure open communication, consistency and work flow.
• Accept supervisory calls including customer problems and take appropriate action to resolve issues.

Competencies

• Excellent client relationship building skills
• Strong problem solving and analytical skills
• Results driven
• Negotiation skills
• Able to multi task and work well under strict deadlines and fast paced environment
• Skilled at managing processes
• Ability to positively present API in customer facing situations
• Attention to detail and the ability to produce high quality work is a must
• Exceptional verbal and written communication skills
• Knowledge of airline operations and business models
• Strong computer skills, with an emphasis on Microsoft Office products especially Excel
• Outstanding relationship management and customer service orientation skill
• Proven leadership experience, including the ability to lead and motivate a team

Position Type and Expected Hours of Work
This is a full-time position, Monday – Friday core API business hours with flexibility to work evenings and weekends based on business needs.

Required Education and Experience

• Experience in the travel industry and working closely with hotels is preferred
• Strong Microsoft Office computer skills with emphasis on Excel
• Customer service and client relationship background a strong plus

Compensation
The good faith compensation range for this position is 80,000 - 85,000 annually. 

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.