Description

Mears Connect is a shared ride shuttle service that operates 24 hours a day 7 days a week at Orlando International Airport servicing customers to the Lake Buena Vista hotel area. The Senior Airport Operations Manager leads a team of managers and hourly employes and is responsible for oversight of all aspects of the Mears Connect operation at Orlando International Airport to ensure that the team has the information, resources and training to provide an excellent customer experience within service standards while meeting business results.

The ideal candidate:

• Is customer service focused, able to balance service levels and operational needs and able to make sound business decisions.
• Is able to analyze operational processes and identify areas of improvement and offer solutions.
• Able to build great relationships with internal and external partners.
• Is self-motivated and able to take initiative.
• Can quickly shift from one task to another and assess situations and resources to problem solve.
• Anticipates changing conditions and proactively communicates information to the needed audience.
• Thrives under pressure and is comfortable handling unexpected and challenging situations.
• Is comfortable coaching and developing employees while holding them accountable for their performance.
• Is excited to work in fast paced atmosphere that never closes and is fully invested in the team.

Responsibilities include but are not limited to:

• Oversight of the daily operations of Mears Connect as well as additional Mears operations.
• Partner closely with multiple Mears departments to properly plan, strategize, deliver the service and provide performance feedback to improve the overall customer experience.
• All aspects of employee management including hiring, training, coaching, schedules, payroll, performance management, documentation, motivation, and retention.
• Develop department goals and objectives.
• Provide a clear vision and expectation of employee performance and customer service.
• Foster a work environment based on respect and teamwork that is positive and productive while being welcoming and enjoyable for the customers.
• Labor and other expense budgets.
• Engage with appropriate partners to quickly resolve happening now travel situations.
• Liaison with the Greater Orlando Airport Authority.
• Additional tasks may be added as needed.

Qualifications

Required qualifications:

• Two years supervisory or management experience in customer service.
• Demonstrated team development experience.
• Successful self-starter
• Excellent oral and written communication skills.
• Ability to prioritize tasks, stay organized and remain accurate with attention to detail.
• Demonstrated problem solving and continuous improvement skills.
• Strong computer skills including spreadsheet knowledge.
• Ability to be flexible with work schedule, including mornings, nights, weekends, and holidays.