Airline Customer Service Policy & Strategy Lead

Envoy Air Inc; Irving (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Envoy Air Inc. seeks a Manager of Customer Services, Policy and Procedures to oversee all policy and procedure activities within the Customer Service organization. The role directs and coordinates tasks across departments and aligns strategies with FAA requirements and safety initiatives.

Key duties include formulating policies, administering audits, coordinating manuals, and guiding teams while maintaining regulatory compliance and strong stakeholder collaboration.

Qualifications

• College degree required.
• Minimum five years of airline experience.
• Strong proficiency in Word, Excel, and PowerPoint.
• Excellent communication, analytical, and organizational skills.
• Ability to manage multiple areas of responsibility and meet deadlines.

Responsibilities

• Oversee policy and procedure activities of the Customer Service organization.
• Coordinate and administer strategies to improve Customer Service.
• Lead cross-department initiatives and liaise with FAA and partners.
• Review audits, manuals, and regulatory compliance for customer service.
• Direct teams, assign tasks, and monitor performance against goals.

Skills

Microsoft Word

Excel

PowerPoint

Communication skills

Analytical thinking

Time management

Education

College degree

Job description

Envoy Air Inc. seeks a Manager of Customer Services, Policy and Procedures to oversee all policy and procedure activities within the Customer Service organization. The role directs and coordinates tasks across departments and aligns strategies with FAA requirements and safety initiatives.

Key duties include formulating policies, administering audits, coordinating manuals, and guiding teams while maintaining regulatory compliance and strong stakeholder collaboration.