Customer Services Policy & Strategy Manager

Envoy Air Manager Of Customer Services, Policy And Procedures

Would you like to work for a stable, secure, and fast-growing airline where you will be stimulated, challenged, and have the opportunity to develop your career? If so, read on! Come and work with the best of the best at Envoy Air where you will join a team committed to providing outstanding service.
We offer:
Amazing employee flight privileges within the American Airlines global network
Training and development programs to take your career to the next level
Comprehensive health and life benefits (subject to location)
Responsibilities

How will you make an impact?
The Manager of Customer Services, Policy and Procedures oversees all policy and procedure activities of the Customer Service organization. This position directs and coordinates tasks of one or more departments of the company and aids the Managing Director of Customer Services Planning in formulating and administrating strategies to improve Customer Service.
Expectations and tasks of the position:
Participates in formulating and administering company policies and develops long range goals and objectives
Oversees Customer Services initiatives and programs: Electronic Weight and Balance, Baggage Performance, Station Operations, Uniforms, and American Eagle Ground Deicing Operations
Manages teams objectives and delegates daily tasks
Coordinates and develops any procedural adjustment to manuals impacting the Customer Service organization
Communicates and collaborates with Regional Training, AA Business Partners, and vendors that support Envoy initiatives
Partners with the FAA to ensure regulatory alignment and compliance
Initializes, reviews, and approves investigations and safety risk assessments to include potential noncompliance violations (PNCs) from the FAA
Reviews Customer Service audits, maintains audit data, and coordinates audit review board meetings
Reviews analysis of activities, costs, operations and forecast data to determine department or decision progress towards goals and objectives
Publishes Customer Services alerts, advisories, the Station Operating Manual (SOM), Envoy's Aircraft Appearance Manual, and the Airport Services Planning Manual
Reviews, codes, and approves various invoices
Coordinates and distributes radio renewals and FDA Registrations
Organizes Envoy Customer Services monthly SMS meeting
Serves as member of management committees on special assignments
Areas of responsibility include Airport Customer Service and Regulatory Compliance. This position serves as the central point of contact for FAA, DOT, IOSA, DOD, FDA and EPA issues and must be able to research the regulations to support or determine policy and compliance. This position also serves as the central Airport Service contact for other operating departments within Envoy Air, Inc. as well as AAG business partners.
Qualifications

Who are we looking for?
Position Requirements
College degree required
Minimum five (5) years of airline experience
Strong proficiency level in Microsoft Word, Excel, and PowerPoint
Strong interpersonal, oral and written communication skills
Ability to concurrently manage multiple areas of responsibility
Excellent analytical, organization, planning and strategic thinking skills
Proven work experience building constructive and effective relationships with all workgroups along with management and union officials at all levels
Must be able to read, understand, explain, and enforce company policies, procedures, and regulations
Must work well under stress of meeting deadlines
Must be able to review work product of assigned area(s) and recommend edits
Travel up to 20%
Possess the legal right to work in the United States
Must be able to read, write, fluently speak and understand the English language
Position Preferences
Previous managerial experience and knowledge of policies and procedures
Working relationship with FAA partners
Minimum of three (3) years of operational and management experience
Experience writing and editing policies and working with internal organizations to receive alignment
Familiarity of EGOM, SOM, EGDM, Safety, BSOM and AOSSP manuals
Working knowledge of all positions that report to the Manager
Please note: The description is intended to provide a brief overview of the position. It's not intended to be an exhaustive list of all responsibilities, duties, expectations, and skills required of those in this position. Duties and expectations may be subject to change at any time.
Envoy Air is an Equal Opportunity Employer

Minorities/Women/Veterans/Disabled.