Operations Service Manager

Delta Airlines; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An international airline in Cape Town is seeking an Airport Customer Service Operations Manager. This role involves leading front-line teams to ensure operational excellence and customer satisfaction. The ideal candidate will possess strong leadership skills, a focus on safety, and the ability to manage a dynamic and flexible work environment. Candidates must be authorized to live in South Africa and demonstrate fluency in English. Comprehensive health benefits are offered along with opportunities for career growth.

Benefits

Comprehensive health benefits

Qualifications

• Valid authorization to live and work in South Africa.
• Fluency in English required (written and oral).
• Flexibility and personal stamina to sustain long hours.
• Ability to make quick, prudent decisions.
• Strong organizational skills and customer focus.

Responsibilities

• Lead front-line teams to achieve operational goals.
• Monitor safety compliance and provide coaching.
• Communicate timely information to employees and stakeholders.
• Complete performance appraisals and coaching sessions.

Skills

Leadership

Customer service

Organizational skills

Multitasking

Education

College degree or relevant experience

Tools

Microsoft Office

Job description

SOUTH AFRICA, CAPE TOWN AIRPORT CUSTOMER SERVICE 14-JAN-2026 REF #: 31042

HOW YOU'LL HELP US KEEP CLIMBING (OVERVIEW & KEY RESPONSIBILITIES)

The Operations Service Manager provides leadership to front-line teams and ensures operational excellence across safety, on-time performance (D0 and RSGE), security, and customer service. Acting as a key liaison between Delta and contracted business partners, this role drives performance, foster a culture of safety and service, and champions Delta’s values.

Key Responsibilities

• Lead and support front-line teams to achieve operational and customer service goals.
• Monitor safety compliance through daily observations; provide coaching and corrective action as needed.
• Participate in incident analysis, injury prevention programs, and station safety meetings.
• Ensure adherence to the station Safety Business Plan and divisional performance standards.

• Communicate timely and accurate information to employees and stakeholders.

• Set clear performance expectations and hold teams accountable.
• Measure and analyze employee performance using metrics, job shadowing, and direct observation.
• Promote recognition programs and foster effective teamwork.
• Complete performance appraisals, quality assurance checks, and coaching sessions on time. Leadership Expectations.
• Demonstrate customer focus and adaptability during change.
• Provide guidance, motivation, and development opportunities for team members.
• Champion Delta’s values and lead by example.

• Additional tasks may be required based on operational and business needs.

BENEFITS AND PERKS TO HELP YOU KEEP CLIMBING

Our culture is rooted in a shared dedication to living our values - Care, Integrity, Resilience and Servant Leadership - every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:

• Comprehensive health benefits.

WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)

• Must have valid authorization to live and work in the South Africa at the time of application. Delta does not provide visa sponsorship for this role.
• Fluency in English ( written and oral) is required.
• Flexibility and personal stamina are required to sustain long working hours in a constantly changing environment.
• Multi-task orientated.
• Ability to identify, evaluate, and refine functional results to improve customer experience.
• Ability to make quick, prudent decisions.
• Be able to travel as necessary.
• Be willing to work long hours as needed.
• Set high standards of performance for self and others and must be able to guide others in adhering to these standards.
• Embrace diverse people, thinking, and styles.
• Consistently prioritizes safety and security of self, others, and personal data.
• Exhibit strong organizational skills.
• Have working knowledge of all Delta computer systems, including Microsoft Office.

WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS)

• Demonstrates expertise in airport operations and strong customer service skills.
• 3 plus years of previous leadership experience, including direct reports.
• Knowledge of Deltamatic and other relevant airport technology.
• College degree or relevant experience is preferred.