Senior Operations Manager @ SEA

Seattle, WA 98158 (Seattle Tacoma International Airport)

VIP Hospitality is your best-in-class aviation partner, helping excel in every customer-centric touchpoint for airlines or airport to ensure seamless, stellar passenger travel. Since 2004, our "people first" culture has proven successful in focusing on aviation travel safety, security, and service quality as we endeavor to be the ambassador for airline customers during their journey.

"We Value Individual People"

Job Summary:

Our ideal Senior Operations Manager is:

• A leader. You're a Servant leader who is vision-driven and ownership-minded. Inquisitive and strategic, you can zoom out and see the puzzle pieces and how to put them together. You believe that "leadership is creating leaders."
• A team builder. You're collaborative and like to coach people. You naturally bring people together, love people dynamics, and can easily handle highly emotional situations.
• An excellent communicator. You're curious about human behavior and can talk to different people like a translator, according to their preferred communication style. You think and communicate clearly and are a great listener. You can positively provide critical feedback.
• A problem solver. You want to get the best answer, not just an easy solution. You come from a place of "How can we?" not "No, it won't work."
• Results-oriented. You face challenging situations head-on and do not run from them. You have a nice balance between gathering details, making a decision, and taking action. You're hands-on and in the trenches when needed.
• A self-starter. You're resourceful and motivated and don't suffer from analysis paralysis. You're good at prioritization and delegation and aren't afraid to experiment with new tools and systems.
• Analytical. You're always asking, "What's the outcome?", and "What's the next action?" You look for efficiencies and will find a way through a challenge, even if you have to go over, under, around, or through it.
• Growth-minded. You're focused on ways to improve yourself, both personally and professionally. You take on projects with excitement, can manage several of them from start to finish, and like to learn, read, and integrate.

Work Locations, Environment, and Conditions:

These areas are subject to change, expand, contract, or develop in line with agreements with the contract holder and company management. Any given work may involve all or the specific areas mentioned below. All work conditions are expected to be indoors excluding special events, irregular operations, contractual changes, and required travel to and from meetings, conferences, and trainings.

What You'll Do:

• Faithfully executes the business plan, achieving or exceeding planned P&L objectives.
• Leads, manages, and hold the leadership team accountable for achieving agreed upon commitments.
• Integrates all major operating functions of the business. Ensures everyone is rowing together in the same direction. Models the way, always working towards the greater good of the business.
• Resolves issues effectively seeing real problems, being comfortable with conflict, calling out problems, and solving the problems in the practical and health manner. Ensures the leadership team is health, functional, and cohesive.
• Ensures that everyone is truly following, and adhering to, the company's core processes and operations system with consistency. Demonstrates effective project management skills.
• Dependably demonstrates a relentless obsession with values alignment, focus, simplicity, and clarity.
• Effectively collaborates with the Visionary (owner) and stays on the same page. Maintains a high level of mutual respect with the Visionary (owner). Realizes the unique contributions and ideas that the Visionary (owner) has and possesses an ability to filter and translate those ideas into functional plans for the company.
• Confirms that all key messages are properly and consistently cascaded across the organization. Inherently ensures that everyone is in the know. Verifies that a high level of effective communication exists throughout the organization.

Minimum Qualifications:

• Self-directed and self-motivated, able to work long hours independently with little supervision.
• Organized and able to establish organization and assign, define, and communicate processes and procedures to others.
• As an exempt employee, the ability to work flexible schedules in a 24/7/365 operation and managers must be able to be on-site during irregular operations, special events, and to manage weather and staffing emergencies.
• Strong interpersonal and verbal communication skills with both individuals and large groups/crowds.
• Negotiation, conflict resolution, and performance counseling skills.
• Fluency in the English language: speaking, listening comprehension, reading, and writing

Position Duties and Responsibilities:

• Design, plan and implement business strategies, plans and procedures
• Oversee daily operations
• Attracting, hiring, and retaining a diverse team of top talent
• Analyze and interpret data and metrics
• Create reports for the owners and contract managers
• Conducts performance reviews on a regular schedule
• Manage all employee relation activities including Process Improvement plans, coaching, steps of discipline and termination
• Available as resource and mentor to leadership and team members
• Plans, Implements, directs, evaluates, monitors, and forecasts budgets and costs to achieve financial objectives
• Communicates and explains new directives, policies, procedures to managers; for major changes, meets with entire operations staff to explain changes, answers questions and maintain morale
• Responsible for developing, implementing, and sustaining the use of Standard Operating Procedures (SOP), Job Instructions (JI), Job Safety Analysis (JSA) and other tools to ensure the entire team is trained and expectations are clear
• Forecasting/adjusting payroll and scheduling associates to maximize productivity and workload
• Enhancing the brand through "wow" customer experiences, associate engagement, building a high-performance environment that inspires and encourages true teamwork
• Protecting company assets and minimizing loss according to standards and operating procedures, including workplace safety, waste, inventory control and loss prevention
• Maintains strong relationships with the contract managers and delivers on their requests
• Creates an environment that motivates while focusing on quality and customer service
• Evaluate and maximize quality customer service and customer satisfaction
• Facilitate daily production meeting with staff to review work in process
• Resolve customer satisfaction issues
• Adhere to all company policies, procedures, and business ethics codes

What You'll Need:

• Strong collaboration, organizational and prioritization skills
• The ability to work a flexible, full-time schedule, evenings, weekends, and holidays
• Adaptability to flex to changing priorities and expectations
• Strong Leadership skills; can motivate a team and drive success through culture and teamwork
• Must be very structured and process-oriented
• Must be able to implement policies and procedures
• Proficient in Microsoft Office 365 and Adobe software
• Prefer experience with both Apple and Windows-based computers, laptops, and tablets
• Must be able to effectively communicate internally through verbal, written and digital communications
• Bachelor's Degree or equivalent industry experience
• Demonstrated success in interpreting reporting data, managing payroll, budgets and controlling expenses
• A proven ability achieves operational excellence and drive culture
• Proven ability to scale a business within a certain time frame
• Preferred: 5 years leadership and P&L responsibility for a business with $10M revenue
• Preferred: 5 years business management experience with a team of direct reports of 150

Compensation and Benefits:

• Annual salary (based on experience & performance)
• Growth compensation based on revenue targets
• Healthcare benefits
• Additional training/development opportunities

Reporting Structure:

• Reports to: Ownership, Regional Manager, Contract Clients
• Reports from: Operations Manager(s), First-Line Supervisors and Employees