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Customer Service Manager – OnBoard Services Operations - Atlanta, GA #7082505

Company: Delta Air Lines, Inc.

Date: 12/03/2019

Category: Travel / Transportation

City: Atlanta, GA

Customer Service Manager – OnBoard Services Operations

United States, Georgia, Atlanta

Inflight Services


Ref #: 1395

LinkedIn Tag: #LI-EAH

How you'll help us Keep Climbing (overview & key responsibilities)

Delta Air Lines is seeking a Customer Service Manager for the OnBoard Services team.

What you need to succeed (minimum qualifications)

  • The Customer Service Manager – OBS Ops is responsible for leading and managing a team of managers and coordinators in both the IFS charters group and the IFS OCC catering group.

  • This position is responsible for the day to day oversight of catering supplier operations and works closely with On Board Services menu planning, specifications, scheduling, inventory, charter operations and Flight Attendant process and procedure areas as well as IFS, Charters and OCC organizations.

  • Customer Service Manager promotes a safe, secure and reliable catering operation, ensures quality assurance, continuously improves supplier performance and supports corporate, division and departmental key initiatives.

  • An example of this work includes daily review/analysis of catering missing items, damaged equipment reports, charter needs and Flight Attendant comments.

  • Provide real-time feedback to Regional Managers system-wide to ensure correction of errors in the catering process.

  • Constant focus and adherence to published policies, procedures and provisioning specifications, reviewing supplier performance and best practices and determine corrective actions when necessary.

  • Must be capable of resolving non-compliance and quality issues with internal and external suppliers at various domestic and international stations.

  • Required to support a 24/7 operation.

  • Maintains knowledge of catering processes and procedures, including methods and regulations driven by Delta, TSA, Customs, HACCP, USDA, and FDA. Also responsible for ensuring that project strategies and business process improvements are cohesive and present the greatest opportunity for Delta Air Lines.

  • Reports to the respective Director or General Manager and will be assigned special projects and/or tasks as required to maintain business continuity.

  • Oversight will be focused on system-wide charters with a broad scope of coverage. Oversight will also include customer service desk focusing on catering needs system-wide.

  • Develops both strategic and tactical plans that create a safety conscious environment resulting in employee safety and well-being.

  • Will manage and evaluate grade 8 Charter Manager and team of contractors on the OCC Catering desk. Will perform quarterly reviews through the established performance management system.

  • Will participate in Corporate Charter meetings along with OBS operational reviews. Will prepare data to present action plans and details at divisional MPR.

  • Will work with corporate level catering management to drive caterer performance at the system level.

  • Will interface with OBS base leader on various issues staying in constant contact and provide subject matter expertise on capabilities and limitations.

  • Will interface with IFS base leadership to improve interdepartmental relationships.

What will give you a competitive edge (preferred qualifications)

  • Should have excellent verbal and written communication skills, organizational skills, team orientation and leadership abilities.

  • Must be capable of critical decision making under extreme circumstances and limited time.

  • Quality Assurance experience highly preferred.

  • Must have or be able to comply with all required training including soft skill and technical requirements.

  • Strong computer skills preferred. Must become familiar with e-gate matrix systems, Delta's catering related technology system.

  • College degree a plus. Minimum of 5-7 years related experience, including: management and/or project leadership responsibilities, airline operations or supply chain management experience preferred.

  • Ability to diagnose functional area strengths and weaknesses; then develop recommendations for improvement is highly desired.

  • Must convey a professional image with ability to lead and communicate with all levels of the organization and its suppliers.

  • Must be a self-starter and be able to work independently with limited instruction or supervision. Ability to learn applicable U. S. Government and local regulations governing safe food handling and prevention of food borne illness.

  • Must become knowledgeable in the hazard analysis and critical control point [HACCP] system of food protection. Must have understanding of TSA catering security regulations.

  • Must become familiar with Customs regulations relative to bonded material and regulated waste handling.

  • Must become familiar with Federal and State laws regarding alcohol.

  • Must be performing satisfactorily in current position.

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here

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