Airline Customer Service Manager, Multi-Station Lead

Avelo Airlines, Inc.; Raynham (CT); On-site; USD 90,000 - 125,000; Full time

Job summary

Avelo Airlines, Inc. is seeking a Manager of Customer Service to oversee operations at HVN and BDL, leading Supervisors and Crewmembers to deliver a safe, reliable, and caring customer experience.

The role partners with Ramp Operations to ensure cohesive operations and reports to the Regional Manager. The ideal candidate has 5+ years in airline customer service or airport ops, 3+ years in leadership, and a strong grasp of DOT/FAA/TSA/ADA rules, with CRO certification or ability to obtain it

Qualifications

• Five years of airline customer service and/or airport operations experience.
• Three years in leadership or management in a station or customer-service setting.
• High School diploma; bachelor's degree preferred.
• Understanding of DOT, FAA, TSA, and ADA regulations.
• Complaint Resolution Official (CRO) certified or able to qualify within 30 days.
• Valid driver's license and ability to obtain airport IDs.
• Strong communication, problem-solving, and decision-making skills.
• Ability to work nights, weekends, and holidays in a fast-paced environment.

Responsibilities

• Lead and manage Customer Service at HVN and BDL as station leader.
• Partner with Ramp Operations Manager for cohesive operations.
• Coach and support Supervisors; empower teams.
• Ensure regulatory compliance and SOP adherence.
• Drive customer experience and manage escalations and recoveries.
• Oversee day-to-day station performance: on-time, baggage, satisfaction, compliance.
• Collaborate with Regional Manager on reliability and service delivery strategies.
• Ensure staffing coverage, scheduling, and overtime as needed.
• Monitor metrics; report performance improvements to leadership.
• Support training and cultural alignment with Avelo's Soul of Service.
• Coordinate with OCC and other departments to resolve issues and emergencies.

Skills

Leadership

Customer Service

Operations management

Regulatory knowledge

Problem solving

Communication skills

Decision making

Staff scheduling

Coaching

Education

High School diploma

Bachelor's degree in aviation management or business administration

Job description

Avelo Airlines, Inc. is seeking a Manager of Customer Service to oversee operations at HVN and BDL, leading Supervisors and Crewmembers to deliver a safe, reliable, and caring customer experience.

The role partners with Ramp Operations to ensure cohesive operations and reports to the Regional Manager. The ideal candidate has 5+ years in airline customer service or airport ops, 3+ years in leadership, and a strong grasp of DOT/FAA/TSA/ADA rules, with CRO certification or ability to obtain it