Job Purpose: The Team Manager, Airport Operations oversees and directs all airport customer service and operations for PEOPLExpress, including strategic planning and tactical execution of initiatives to meet company objectives. This position is responsible for establishing operational, financial, safety, compliance and customer service standards, working with the PEOPLExpress Leadership team as well as Team Leaders and Customer Service Managers within the position’s span of control, and leading this area of the company in developing resources, methods, initiatives and policies to meet these standards.

Job Duties: • Lead, motivate and direct the Customer Service and Operations team members at all stations throughout the PEOPLExpress scheduled service system, including our home base in Newport News, Virginia, resulting in positive team member/company relations and outstanding Customer Service through the leadership and development of a strong Customer Service team. • Develop policies, procedures and metrics for Station Customer Service and Operations, including policies concerning irregular ops, service failure resolution, re-accommodation, customer compensation, and adherence to government regulations for these items, with approval from the PEOPLExpress Leadership team. • Monitor operational performance and address systemic issues as they arise. Develop, adjust and maintain product improvement and differentiation strategies through the provision of outstanding systems and services to create value added service opportunities and maximize competitive differentiation. • Plan and organize annual operating business objectives by establishing forecasts, project or program recommendations and other financial or policy directives. • Identify and execute overall company and position specific actions for achieving Customer Service objectives throughout the system. • Participate in and contribute information to budgeting process for the various functions, stations and divisions within the department. • Review analyses of activities, costs, operations and forecast data to determine progress toward stated goals and objectives. Motivate stations and team members to achieve goals and responsibilities. • Confer with the Director of Customer Service and other members of the PEOPLExpress Leadership Team to review achievements and discuss required changes in goals or objectives resulting from current status and conditions. • Ensure timeliness, accuracy, availability and security of information while providing the exchange of appropriate information. • Provide policies and procedures that guide and support the provision of services: direct current written policies addressing safety of personnel, safety of equipment, overall station operations and guest service and support. • Development and documentation of training curriculum for areas of responsibility and may participate in the delivery of training for station training to new hire employees. • Monitor Airport Operations quality control programs; ensure that quality control checks are conducted and records maintained. Define and review performance criteria for quality control. Assure that corrective action is taken and documented on all unacceptable results. • Determine space and other resources needed by Airport Operations. Approve, coordinate, evaluate and manage annual fiscal operating and capital equipment budgets. • Maintain exceptional relationships with the other members of the PEOPLExpress Leadership Team and keep them consistently and reliably informed on performance and success. • Other duties and responsibilities as assigned

Skills Required: Leadership, Customer Focus, Customer Service, Verbal and Written Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence, Creation of Business Plans and Processes, Project Management; Training curriculum development and delivery

Qualifications: • The ideal candidate will have management level related experience in the customer service and operations function within an airline or similar company. During this time, this person must have a demonstrated progression of increased responsibility, preferably within an innovative and growth oriented company. • Bachelor’s degree, preferably in Business, Marketing, Management or a related field is required. • Demonstrated business acumen and ability to exercise sound business judgment. Skills & Abilities Required • Outstanding general business acumen and more specifically airport operations and business management experience, preferably having managed field stations in the past. • This position requires experience in dealing with problems that are unique, difficult to identify and where facts are insufficient or misleading; solutions require the integration of the complex and varied concepts. • Record of responsibility for planning, directing, coordinating and maintaining highly effective airline customer service and airport operations teams. • Experience creating and working within an environment that thrives on teamwork, support, communication and guest satisfaction. • A track record of working in a productive and collaborative manner with government and industry organizations. • Experience serving in roles that have required him/her to represent the organization at public forums and with a variety of internal and external constituent groups. • Management acumen, interpersonal, leadership and organizational skills are critical to this position and will directly affect the success of the airline. • Strong verbal and written communications skills • Proficiency with Microsoft Excel, Word, Outlook and PowerPoint • This position will involve extended periods of up to standing and bending, as well as the regular lifting of items weighing up to 70 lbs.

Schedule: Schedules will likely include weekends, holidays, overnights, day and evening shifts, and could vary throughout the year.

Location: The location for this position is in Newport News, Virginia

* Please note: Travel to the interview and any related expenses are the responsibility of the candidate.

Relocation: Relocation expenses are the responsibility of the candidate. PEOPLExpress will not pay for or reimburse any moving or relocation expenses.

If you are a person with a disability and require accommodation in applying for a job, please call us at 757-969-6880.

All applicants must be willing to take a pre-employment drug screening test and undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable

PEOPLExpress is a smoke and nicotine free company. To be considered for employment, applicants must be nicotine free for a minimum of 6 months prior to the date their application is submitted. Some states restrict or limit employers from asking questions regarding nicotine use. Where prohibited on legal grounds, PEOPLExpress does not consider nicotine use in determining employment eligibility.

PEOPLExpress is an Equal Opportunity Employer that values the diversity of its workforce.