Job Description:

How youll help us Keep Climbing (overview & key responsibilities)

The Above-Wing Operations Service Manager (OSM) at AMS is responsible for providing leadership to front-line teams and the operation. Additionally, this role oversees and coordinates operational performance including, but not limited to, on-time departures (D-Zero), safety, security, customer service delivery and other key performance indicators. This leader will serve as an operational liaison between Delta and all contracted business partners within the Amsterdam operation and reports directly to the station manager. The areas of responsibility include (but is not limited to): boarding, transfer, check in, IROP handling, security, cabin cleaning and provisioning.

The OSM ensures adherence to the station Safety Business Plan in addition to assuring compliance to our divisional Performance and Safety standards. Moreover, this role, you will ensure distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity. As a Delta leader it is paramount that you will provide support, guidance, coaching and motivation based on individual needs and be a champion leading others through change. Continued training and development in building leadership capabilities is expected.

Safety First, Always:

•Drives a safe operation

•Promotes safety culture

•Fosters a safe working environment within AMS team and beyond

Live by Our Values and Rules of the Road:

•Is a servant leader and leads by example, coaches the operational teams and champions change to deliver on agreed performance standards

•Is a strong advocate of employee recognition and rewarding

•Inspires and empowers employees to proactively resolve issues through strategic decision making and achieve excellence

•Promotes career mobility, wellbeing and belonging for all

•Ensures employee accountability

Run the Best Operation in the Industry:

•Delivers a safe, clean, on-time operation with bags

•Oversees and coordinates operational performance

•Drives an operation which is compliant to the internal and external regulations / procedures

•Uses strategy in thought processes and decision making

•Acts as a key communicator of timely and accurate information

•Builds and maintains strong relationships and maintains regular communication with partner airlines, OCC and airport vendors

•Continually measures and analyzes performance using performance management tools, available customer service and operational metrics, job shadowing and direct observation

•Chairs daily briefings, regular safety and performance meeting and takes part in any Emergency response

•Has full knowledge of all compliance regulations and AMS plans

•Identify bottlenecks and inefficiencies in operational processes and develop process enhancements for better productivity and user experience

•Establish efficient working relationships with internal and external stakeholders

Be the Brand of Choice for our Customers:

•Ensures distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity

•Drives NPS scores and customer satisfaction improvements

•Acts as a CRO and drives improvements for customers with disabilities

Deliver the Best Financial Performance in our History:

•Drives continuous changes and enhancements to improve KPI’s and NPS

•Acts as a sparring partner to the Station Manager

What you need to succeed (minimum qualifications)

Must have strong written and verbal communication skills in English and Dutch
Must have current work authorization to work and reside in the Netherlands at time of application. DELTA DOES NOT SPONSOR
Must be strategic in thought processes and decision-making
Have a helicopter view, are analytically strong, problem solving and have good adaptability
Must have experience making decisions in a fast-paced environment while balancing multiple priorities and time constraints
The ability to manage multiple projects or tasks
Ability to coach and deliver feedback for developmental purposes
Must be approachable and have interpersonal skills that foster trust and respect
Embraces diverse people, thinking, and styles
Should exhibit strong organizational skills and the ability to delegate responsibility to direct reports
Consistently prioritizes safety and security of self, others, and personal data
Previous leadership experience, including direct reports
You are results-oriented, and a true team player and youve got a critical attitude
Working knowledge of Delta policies and procedures
Must be proficient in MS office applications
Must have schedule flexibility with varying shifts, extended hours, and “on call” requirements.
Must be performing satisfactorily in current position
Must be culturally aware and exhibit DL values
Demonstrates that privacy is a priority when handling personal data.

What will give you a competitive edge (preferred qualifications)

Bachelor’s degree or equivalent is highly preferred
Demonstrates expertise in operations and strong customer service skills
Three years of ACS experience in operations and customer service

Job Ident #: 28311

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