Head of Operations & Business Management

The Operations Manager is responsible for the overall operation and functioning of the site’s Line and Customer Ramp Services team, ensuring safety and compliance for all flight line operations, and maintaining excellent standards of customer service.

DUTIES AND RESPONSIBILITIES:

Maintain Company issued service standards, safety standards and security procedures.

Supports the GM in performing reviews, evaluations, and disciplinary actions for the Team.

Assist in hiring process and new hire orientation.

In the absence of the GM, assist in facilitating monthly customer service, line service and GSE meetings for coordination.

In the absence of the GM, assist in managing day-to-day duties of the Base Safety Coordinators.

Ensure the LSM and CSM provide a premium customer service experience both inside and outside.

Successfully contributes to resolving customer complaints and issues promptly when elevated by CSM or LSM.

Build and grow relationships with tenants, pilots, passengers, and corporate clients.

Review elevated customer feedback and support the CSM and LSM in implementing service enhancements.

Achieve, sustain and exceed Smart Goals in support of the GM. (i.e. AIN survey, Pro Pilot Survey, and yearly budget).

Ensures collaboration between the LSM, CSM and GSE Supervisor by facilitating communication of operational needs and GSE failures.

Support the BC and BSC in the overall training & development of their shift teams.

Responsible for understanding, training and execution of all safety policies and procedures.

Recommend and implement programs to support customer needs; resolve customer inquiries and complaints fairly and effectively and encourage employee involvement and suggestions for improvement and growth of the FBO, its people and its processes.

Recommend and implement programs to support a positive work culture and team building.

Oversee the line service team with safe and efficient hangar stacking and aircraft ramp parking I/A/W COMs.

Support the Line Service Manager, Customer Service Manager with the team schedules.

Manage the LSM and CSM performance.

Assumes additional responsibilities in the absence of the FBO General Manager and delegates responsibilities to qualified personnel.

Represents Sheltair’s internally and externally with industry groups, regulatory bodies, and the Sheltair network.

Other duties as assigned.

QUALIFICATIONS:

Strong interpersonal management skills Effective time management

Ability to read and comprehend general business documents, professional reports, technical procedures and government regulations.

Ability to respond to questions from managers, co-workers, customers and the general public.

EDUCATION and/or EXPERIENCE:

High School Diploma or GED or associate degree (preferred) and a minimum of three (3) years of aviation experience and one (1) year of supervisory experience.

OTHER SKILLS & ABILITIES:

Line service and customer service experience. Strong communication skills including verbal, written, visual and hands on.

Ability to work with various types of personalities and members of management in a positive and professional manner.

The ability to work various time periods of the day or night and various days of the week as required.

Strong written and verbal communication skills with the ability to communicate to individuals on subjects related to safety and training.

PHYSICAL DEMANDS:

The ability to load and unload baggage and equipment weighing 1 to 50 pounds, by pushing, pulling, carrying or lifting (occasionally overhead) of varying size and shape, a distance of up to 50 feet for extended periods of time with or without a mechanical device

The ability to perform tasks by bending, squatting, kneeling and pulling intermittently checking truck equipment and supplies such as tires, lights, brakes, gas, oil and water for pre-trip and service checks.

WORK ENVIRONMENT:

The work environment characteristics described here are a representation of those the employee may encounter while performing the daily functions of this job. Reasonable accommodations may be made to enable the employee with disabilities to perform the daily functions. While performing the daily functions of this job, the employee occasionally will work near moving mechanical parts; in high, precarious places; and in outside weather conditions and is occasionally exposed to wet and or humid conditions, fumes or airborne particle, extreme heat, risk of electrical shock and vibration. Line Service Technician will work with fuels and chemicals that may pose a serious health and/or safety hazard if improperly handled. The noise level in the work environment is usually very loud.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.

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