Operations Service Manager

**AUSTRALIA, VICTORIA, MELBOURNE**

**AIRPORT CUSTOMER SERVICE**

**17-JUL-2025**

**REF #: 29105**

**LINKEDIN TAG: #LI-BM4**

**HOW YOU'LL HELP US KEEP CLIMBING (OVERVIEW & KEY RESPONSIBILITIES)**:

- The Operations Service Manager directs and supports Airport Customer Service "ACS" personnel in all operational-related activities and non-routine situations. The OSM will support all airport operations as it implements ACS processes, projects, and initiatives related to Delta's business partners. The position also provides oversight for all transfer customer and baggage activity to ensure seamless connections through close coordination and communication with all interline partners and other stakeholders.

Aside from "on the job" training of all check-ins, ticketing, gate, operations personnel and transfer coordinators, support for all problem solving and technical problems, the OSM monitors all contractor activities. This position supports the Station Manager in all administrative duties which may also include budgeting, cost control, invoice processing, operational and personnel-related paperwork file management.

Additional responsibilities include:

- Responsible for making critical decisions affecting the station's current operations and acts as the primary point of contact for the PCC/OCC. Communicates information to relevant departments regarding gate changes, aircraft changes, cancellations, and all other issues impacting the station's flight schedule.
- Reconcile all delay codes called into question to support continuous improvement and meaningful follow-up.
- Monitors and supports all employee activities, both ACS above and ACS below wing, (especially those closer to the aircraft) that include, but may not be limited to, safety, security and local/technical compliances.
- Performs daily flight observations/audits around the aircraft during flight arrival and departure process which requires patrolling various operational areas include inside terminal, on ramp, passenger cabin, cargo hold compartments and baggage room during live flight activity.
- Responsible for the leadership and implementation of safety initiatives, on-time operational performance, customer service initiatives and programs, baggage services initiatives, IROP management and recovery plans along with other strategic initiatives
- May also be responsible for maintaining relationships with the local government agencies and other contract services that support the successful execution of the operational performance.
- Additional job functions as assigned depending upon workload demand and operational needs. Support corporate, US regulatory, and/or local government audits, observations or inspections when needed.
- Measures performance, analyzes, completes and forwards statistical data, reports, inventories and passenger complaints.
- Supports Delta's leadership values and keeps communication and coordination channels with Delta leadership, with peers within and outside the station, with staff, and with contractor leaders in order to keep awareness and compliance with Delta and local airport procedures and regulations with particular attention to safety and security matters.
- Responsible for maintaining Delta Customer Service standards, keep frontline group (both DL and contractors) up-to-date and motivated.
- Identifies problems and opportunities, gathers data, explores solutions, and takes action to achieve goals. Provides implementation support and pursues continuous improvement.
- Responsibilities may include supplies ordering, equipment and facilities/building maintenance as mandated and in coordination with the Station Manager.
- Also includes coordination of emergency situations in support of, or in Station Manager's absence.
- Continued training and development in building leadership capabilities is expected.

**WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)**:

- Minimum of 2 years extensive leadership experience in the Airport
- Must be fluent in English.
- Must possess valid documentation to work and reside in Australia at the time of applying. **DELTA DOES NOT SPONSOR.**:

- Customer Service operations or equivalent experience required.
- Must be capable to work under high pressure environments.
- Must be able to handle conflicts and de-escalate hostile situation and achieve the best outcome at all times.
- Must be able to anticipate roadblocks and plan appropriately to mitigate risks.
- Must possess excellent critical thinking and decision-making, as well as multi-tasking.
- Must be flexible to work extended hours in a constantly changing environment and manage a 7/days operation with varying shifts, and "on call" requirements, including weekend shifts and public holidays.
- Must be willing and able to travel, both domestic and international per company business, operational, or training requirements
- Must possess strong customer service skills and focus.
- Must possess strong written and verbal communication, includ