Ground Operations Supervisor - Customer Experience Lead

Pacific Aviation; Seattle (WA); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Hourly Pay Rate

Medical, dental, and Vision benefits

401k

Paid Time Off

Uniform

Parking discount

Paid Training

Job summary

Pacific Aviation is seeking a supervisor for China Airlines to lead a team of ground staff and ensure high-quality customer service and flight handling. You will report to account managers and coordinate staff allocation, schedules, and equipment readiness in a fast-paced travel environment.

The role requires 6 months of passenger/customer service experience, knowledge of airline procedures, and availability for 6:30 PM–2:00 AM shifts.

Qualifications

• 6 months in passenger and customer service experience.
• Expert knowledge of company methods, general procedures and airline policies.
• Adaptability to the constraints of the operation and to customers.
• Efficiently and effectively satisfy customer demands.
• Show reflection of actions to be taken when faced with an unexpected event.
• Preferable able to speak English/Japanese.
• Availability to work 5 days a week.
• Shift-time 6:30 PM to 2:00 AM.

Responsibilities

• Manage and optimize ground staff allocation
• Verify staff presence and manage schedules
• Oversee the integration of all methods necessary for flight handling
• Act as the commercial representative for the Airlines accounts
• Manage the efficient and on-time set up of staff with all required equipment
• Ensure the surveillance of check-in equipment
• Prepare and assist in team briefings and debriefings
• Ensure a smooth flight turnaround, from flight opening to flight departure
• Verify all flight actions
• Actively deliver on expected Quality Department objectives
• Follow operations procedures and applicable guidelines during and after the flight for which they are responsible
• Inform the Account Manager of any error relative to flight handling
• Work with the account manager to inform Airlines of any errors that may prevent a high-quality flight turnaround
• Effectively apply the special circumstances and airline procedures while taking into account final operating handover instructions and service notes.
• Report flight data on the support sheets and necessary documentation for the Airline
• Be the guarantor during sessions where safety and security rules are enforced
• Monitor and ensure the professional appearance of agents as well as the proper maintenance and storage of equipment
• Assist in flight briefings and debriefings of staff each day
• Tactfully and effectively resolve any team conflicts or exceptions to work standards
• Enforce and oversee compliance with our Safety policy and provide all the necessary tools to respective frontline staff, enabling continuous improvement of our Safety performance and our corporate Safety culture
• Lead in fact-finding investigations arising from incidents/accidents in the workplace and/or operations concerning employee health and safety and/or general aviation Safety

Skills

Customer service

Team leadership

Adaptability

Communication

Job description

Pacific Aviation is seeking a supervisor for China Airlines to lead a team of ground staff and ensure high-quality customer service and flight handling. You will report to account managers and coordinate staff allocation, schedules, and equipment readiness in a fast-paced travel environment.

The role requires 6 months of passenger/customer service experience, knowledge of airline procedures, and availability for 6:30 PM–2:00 AM shifts.