Airport Operations Lead: Customer Service & Safety

Delta Air Lines; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Delta Air Lines in Manila (Metro Manila) is seeking an Operations Service Manager to direct Airport Customer Service personnel and oversee operational activities, including baggage and interline coordination for seamless connections.

The role emphasizes leadership, safety, on-time performance, data-driven decision-making, and coordination with partners and local authorities while maintaining high Delta service standards.

Qualifications

• Minimum of 2 years extensive leadership experience in the Airport 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 English written and verbal communication, including platform/presentation skills.
• Must be approachable and have interpersonal skills that foster trust and respect.
• Must be able to balance multiple priorities within established time constraints.
• Must exhibit strong organizational skills and the ability to delegate responsibility to direct reports/contractor staffs.
• Must possess valid documents to work and reside in the Philippines.
• Must be performing satisfactorily in current position.
• Must practice safety-conscious behaviors in all operational processes and procedures
• Ability to leverage data and analytics to drive operational decisions and continuous improvement
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces diversity in people, thinking, and styles

Responsibilities

• Direct and support Airport Customer Service personnel in all operational activities.
• Provide oversight for transfer customer and baggage handling and coordinate with interline partners.
• Lead daily operations supervision, safety initiatives, and on-time performance programs.
• Monitor contractor activities and support problem-solving and technical issues.
• Assist with budgeting, cost control, invoice processing, and administrative tasks.
• Ensure Delta Customer Service standards are upheld and communications are clear across teams.
• Drive continuous improvement through data analysis and performance reporting.

Job description

Delta Air Lines in Manila (Metro Manila) is seeking an Operations Service Manager to direct Airport Customer Service personnel and oversee operational activities, including baggage and interline coordination for seamless connections.

The role emphasizes leadership, safety, on-time performance, data-driven decision-making, and coordination with partners and local authorities while maintaining high Delta service standards.