Manager, Station Experience

JSX; Oakland (CA); On-site; USD 61,000 - 74,000; Full time

Job summary

JSX in Oakland, CA seeks a Manager, Station Experience to lead Airport Services. You will oversee Supervisors and Concierge teams, drive safety and regulatory compliance, manage budgets, and implement efficient operational processes to deliver a reliable customer experience.

You will guide staff, coordinate with airport management, and develop leaders while maintaining schedules and resource allocation. Must be U.S.

Qualifications

• High School diploma is required.
• Minimum 3 years airport operations experience.
• Minimum 5 years customer-facing service experience.
• Minimum 2 years supervisory experience.
• Proven leadership and ability to manage competing priorities.
• Valid Driver's License.

Responsibilities

• Provide on-site support to Supervisors, and maintain an environment for the Concierge team to achieve objectives.
• Support the General Manager in meeting operational targets and monitoring the station budget.
• Formulate administrative/operational policies and procedures with the Manager.
• Audit station supply orders for budget compliance and necessity.
• Maintain station and personnel compliance with policies, safety rules, and regulations.
• Participate in conference calls, station audits and prepare reports.
• Review and standardize procedures to improve efficiency.
• Coordinate activities with airport management, community, regulatory agencies, and other stations.
• Review concierge and supervisor expense reports; ensure credit card usage policy adherence.
• Ensure adequate crewmember coverage for customer experience and facility management.
• Identify improvements and remediate issues in a timely manner.
• Assess station operations and provide budget recommendations to avoid deficits.
• Maintain managerial responsibility for station schedules and resources.
• Develop current supervisors for future leadership roles.
• Investigate and resolve customer service and operational issues.

Skills

Customer interaction

Supervisory skills

Leadership

Time management

Decision making

Safety compliance

Communication

Education

High School Diploma

Tools

MS Office

Google Workspace

Radixx/DCS/Astro

Job description

Manager, Station Experience

Job Description:

Job Summary:

To give our customers a reliable, joyful and seamless experience from highly capable and committed crewmembers who love what they do. The manager ensures safety, regulatory compliance, budget/cost and productivity achievement and rigorous process execution through Airport Supervisors and Concierges. The Manager is ultimately responsible to set his/her stations up for success, effective execution and continuous improvement in the short and long term.

Responsibilities/Day in the Life Tasks:

• Provide on-site support to Supervisors, create and maintain an environment where the Airport Services Concierge team can accomplish their objectives
• Support the General Manager in meeting operational performance targets and monitoring the station operation budget
• Confers and cooperates with the Manager in formulating administrative/operational policies and procedures to be implemented
• Audit station supply orders to ensure budget compliance and item necessity/consistency with organizational mission
• Maintains overall station compliance as well as compliance of personnel with administrative policies, procedures, safety rules and any Company or government regulations
• Participates on operational conference calls, station audits and prepares various reports
• Reviews and standardizes procedures to improve efficiency within the operation
• Coordinates activities with local airport management, community, regulatory agencies, and other stations or headquarters staff
• Review (approve/deny) concierge and supervisor expense reports and ensure supervisor company credit card use is within policy
• Ensure adequate crewmember coverage is appropriate to support desired customer experience and facility management
• Proactively identify areas of improvement and ensure issues are remediated in an appropriate and timely manner.
• Conduct ongoing needs assessments of station operations and provide timely budget recommendations to ensure the station(s) does not experience a deficit in operational capabilities due to expansion or increased volume.
• Maintain overall managerial responsibility for station(s) schedule. Work with internal stakeholders to ensure adequate personnel resources
• Guide and develop current supervisors to ensure they are ready to step into future leadership roles
• Investigates and resolves customer service issues as well as operation issues

Culture:

This Is How We Fly

Our Core Purpose is to deliver a joyful, simple travel experience for every Customer, in every interaction, every day. By living our values, well be the world's most loved air carrier, providing superior results for all stakeholders.

I display a positive attitude. For others, and for myself.

I am an expert in my role. If I dont know, I learn. If I need help, I ask.

I act with integrity every day. I never compromise on safety or security.

I am adaptable. I dont just expect challenges, I embrace them.

I am engaged. Present. Tuned in. Listening, thinking, and contributing.

I do it for my Customer. Whoever they may be a traveler, a colleague, or a business partner.

Required:

Experience-

• High School Degree
• 3 Years Airport operations experience
• 5 years of interacting with customers/people delivering services face-to-face
• 2 years supervisory experience
• Proven leadership skills
• Ability to effectively and efficiently manage multiple and often competing priorities

Licenses & Certifications-

• Valid Driver's License

Knowledge, Skills, & Abilities:

• Must exhibit strong organizational and prioritization skills and have the ability to set high standards of performance for self and others
• Possess the ability to guide the team to adhere to safety and security standards
• Ability to effectively balance both operational and leadership responsibilities
• Makes effective decisions using analysis of situation and JSX values as guidance
• Ability to prioritize tasks and execute them accordingly with a high degree of focus
• Must be able to make quick, prudent decisions and identify, evaluate and refine functional results to improve the customer experience
• Impeccable verbal and written communication skills
• Working knowledge MS Office, Google Business Solutions
• In depth understanding of Radixx/DCS/Astro*
• Thorough knowledge of all JSX policies and procedures*
• Solid understanding of the entire operation and functions of JSX Departments*

Preferred:

Experience-

• Four-year degree in business management
• 5 years of Airport Operations Experience
• 3 years of prior supervisory or managerial experience

Licenses & Certifications-

Knowledge, Skills, & Abilities-

Basic Requirements:

• In compliance with federal aviation security requirements, candidates must be U.S. citizens or U.S. nationals
• Must be able to travel often
• Ability to lift up to 75 pounds
• Intermittent physical activity including bending, reaching, lifting and prolonged periods of standing
• Ability to work a flexible schedule including early mornings, nights, weekends and holidays
• Participate in initial and random drug and alcohol screenings in accordance with DOT and FAA guidelines
• Travel 2-10 days per month

We do whatever it takes:

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (emergencies, changes in workload, rush jobs, technical developments, etc.)

Compensation Range:

$60,700.0 - $74,400.0

JSX is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal employment opportunity, including veterans and individuals with disabilities.