Manager, Customer Service

Responsibilities

• Lead and manage Customer Service operations at HVN and BDL, serving as the primary station leader for all Customer-facing activities.
• Partner with the Manager of Ramp Operations to ensure cohesive and efficient management of HVN and BDL operations.
• Provide direct leadership, coaching, and support to station Supervisors, ensuring they are empowered to lead their teams effectively.
• Ensure strict adherence to all regulatory requirements, company policies, and standard operating procedures.
• Drive Customer experience excellence, resolving escalations and ensuring service recovery efforts uphold Avelo’s standards.
• Manage day-to-day station performance, including on-time performance, baggage handling, Customer satisfaction, and compliance.
• Partner with the Regional Manager to develop and implement strategies that improve operational reliability and service delivery.
• Ensure adequate staffing coverage, including scheduling, shift assignments, and managing overtime as necessary.
• Monitor station metrics and provide regular reporting to the Regional Manager and senior leadership on station performance and improvement opportunities.
• Support new station initiatives, Crewmember training, and play a critical role in cultural alignment with Avelo’s Soul of Service.
• Cook up with the OCC, Customer Support, and other internal departments to resolve operational challenges, irregular operations, and Customer concerns.
• Cook up with emergency and irregular operations, ensuring Crewmembers are trained and prepared to respond appropriately.

Requirements

• Minimum of five (5) years of airline Customer Service and/or Airport Operations experience.
• Minimum of three (3) years of leadership or management experience in a station or customer service setting.
• A High School diploma (or equivalent) required; Bachelor’s degree in aviation management, business administration, or a related field highly desired.
• A strong understanding of DOT, FAA, TSA, and ADA regulations.
• A valid driver’s license and ability to obtain airport-issued ID badges.
• Excellent communication, problem-solving, and decision-making skills.
• The ability to thrive in a fast-paced, high-pressure environment and work flexible hours, including nights, weekends, and holidays.

X-factors

• Demonstrated ability to lead through change while fostering a positive and safe work environment.
• Experience managing multi-station responsibilities or working in a complex operational environment.
• Proven track record of driving operational performance and Customer experience improvements.