General Manager, Client Operations

Delta Professional Services (DPS) is a wholly owned subsidiary of Delta Air Lines and the premier Flight Training & Standards provider of choice to Delta Air Lines, its affiliates and key industry partners. The General Manager, Client Operations will be responsible for leading and motivating a team of DPS individuals that are responsible for providing high quality customer service and support for multiple clients external to Delta Air Lines. The incumbent will also be responsible for leading a team to onboard new clients and support the growing DPS business. This will be accomplished by leading efforts to create streamlined business and day-to-day operational processes within their workstream through the oversight of the organization's standard operating procedures (SOPs). To be successful, we are seeking a leader that is focused on thoughtfully driving the business forward. This leader will lead new client development and build seamless customer interactions. He/She must accelerate our client experience by strengthening customer trust, expanding training offerings, and launching new offerings and experiences. This is a critical leadership role on Delta professional Services Operations team. This leader will collaborate with leaders across the Operations, Sourcing and Administration teams to deliver on our goals and support DPS' broader customer and profitability objectives. Leadership Characteristics Entrepreneurial, change-striving, resilient spirit that leads by example Disruptive in thinking big and dreaming big without boundaries Embraces challenges and drives toward solutions Comfortable and confident expressing candor to any audience, has executive presence Ability to flex and tailor communication when speaking with business partners and external partners This position reports to the Senior Vice President, Operations & Client Experience for Delta Professional Services (DPS). Essential Functions / Tasks Lead DPS Client Program Managers Mentors, coaches, and inspires a diverse team to perform and deliver at their best Foster strong relationships with client leadership teams Strong influence and collaboration skills to work effectively cross-divisionally with trust, an enterprise mind-set, and a focus on delivering quality results on-time every time Coordinate with DPS and client teams to deliver premium services on time, every time Partner with client leadership to identify target needs, staffing requirements and potential areas for growth Leads and effectively manage high impact projects with an acute understanding of risks, tradeoffs, and competing corporate priorities Manages DPS P/L as it relates to Client Operations Support sourcing and recruiting of DPS personnel as needed to support Client Operations Support the relationship and communication strategies with multiple client training teams Consistently prioritizes safety and security of self, others, and personal data Establishes an environment of continuous improvement Write and distribute periodic DPS employee communication Coordinate periodic town-hall meetings Review and approve employee expenses Travel required Additional Program Responsibilities Develop a comprehensive list of work processes related to client support and documents a step-by-step process flow for each identified process Identify ways to automate and streamline key workstreams and processes within their department #J-18808-Ljbffr Delta Air Lines, Inc.