Operations Service Manager JFK Cargo

Delta Air Lines, Inc.; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Delta Air Lines, Inc. is seeking an Operations Service Manager to lead front-line teams at a station, ensuring safe, on-time performance and exceptional customer service.

You will coordinate with contracted partners and monitor daily operations to drive continuous improvement. The role requires strategic decision-making, coaching, and the ability to analyze performance data, provide feedback, and develop action plans.

Qualifications

• Proven leadership of front-line teams.
• Experience in safety and security in an operations environment.
• Ability to set performance standards and measure outcomes.

Responsibilities

• Serve as operational liaison between Delta and contracted partners at a station.
• Monitor safety observations and provide coaching, training and corrective action.
• Ensure adherence to Safety Business Plan and divisional standards.
• Communicate timely and accurate information to drive accountability.

Skills

Leadership

Customer service

Safety compliance

Performance analysis

Coaching and training

Stakeholder management

Job description

The Operations Service Manager (OSM) is responsible for providing leadership to front-line teams and the operation. Additionally, this role oversees and coordinates operational performance including, but not limited to, on-time departures (D-Zero), safety, security, customer service delivery and other key performance indicators.

• As an OSM, you will serve as an operational liaison between Delta and all contracted business partners within a station. In this Delta leader role, you will also monitor for at-risk behaviors through daily safety observations and provide coaching, training, and corrective action as needed. In addition, you participate in Incident Analysis reports, Injury Prevention Group sessions and applicable station safety meetings.
• The OSM ensures adherence to the station Safety Business Plan in addition to assuring compliance to our divisional Performance and Safety standards. Moreover, this role, you will ensure distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity. You will be responsible for being a key communicator of timely and accurate information and be required to set performance standards and ensure employee accountability. As a Delta leader it is paramount that you will provide support, guidance, coaching and motivation based on individual needs and be a champion leading others through change. The qualified candidate must be strategic in thought processes and decision-making.
• The qualified candidate must also have the capability to measure and analyze employee performance through the use of performance management tools, available customer service and operational metrics, job shadowing and direct observation. Must champion recognition and rewards. As part of the station leadership team, the successful candidate will be responsible and accountable for the timely completion and delivery of performance appraisals, quality assurance observations, performance discussions, coaching and counseling and administrative action. The successful candidate must be a strong advocate of employee recognition. Continued training and development in building leadership capabilities is expected. As a Delta leader, the Operations Service Manager will be required to develop both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.