Operations Service Manager

Role Overview and Key Duties

The Operations Service Manager (OSM) is responsible for leading and supporting Airport Customer Service (ACS) teams in all operational activities and handling non-standard situations. This includes on-the-job training for check-in and ticketing staff, aiding with troubleshooting and technical issues, and overseeing activities of contractors, especially those near aircraft. The OSM assists the Station Manager with administrative functions such as budgeting, managing costs, invoice processing, and personnel paperwork.

Core Responsibilities

• Prepare and submit statistics, reports, inventories, passenger complaint responses, and insurance claims to the Station Manager and related departments.
• Maintain communication and coordination with Delta management, peers, staff, direct reports, and contractor supervisors to stay informed about Delta and airport procedures, focusing on safety and security.
• Uphold Delta's customer service standards by keeping frontline staff, including contractors, motivated and informed.
• Order necessary supplies and equipment and assist with facility and building upkeep as directed by the Station Manager.
• Coordinate emergency responses and support Station Manager functions during their absence.
• Assist with employee evaluations and development initiatives.
• Assume full managerial duties when the Station Manager is unavailable.
• Create and implement strategic and tactical plans that prioritize safety and promote employee well-being.

Minimum Qualifications

• High school diploma or equivalent.
• Proven expertise in airport operations along with strong customer service capabilities.
• Valid documentation confirming permission to live and work in Jamaica at the time of application; sponsorship not provided.
• Strong analytical thinking and deductive reasoning skills.
• Proficiency with Microsoft Office applications.
• Ability to handle multiple projects and tasks efficiently, delivering dependable, quality results under pressure and in a fast-moving environment.
• Comfortable managing highly sensitive and confidential information.
• Effective verbal and written communication skills.
• Adept at interacting with individuals at all organizational levels, both internally and externally.
• Committed to maintaining privacy of personal data.
• Open and respectful towards diversity in people, perspectives, and working styles.
• Safety and security of self and others is a consistent priority.

Preferred Qualifications

• Previous experience in both above-wing (e.g., Ticket/Gate Agent, Customer Service Agent) and below-wing (e.g., Ramp Agent) airport roles.