What are the responsibilities and job description for the General Manager, Client Operations position at Delta Air Lines?
How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
Delta Professional Services (DPS) is a wholly owned subsidiary of Delta Air Lines and the premier Flight Training & Standards provider of choice to Delta Air Lines, its affiliates and key industry partners. The General Manager, Client Operations will be responsible for leading and motivating a team of DPS individuals that are responsible providing high quality customer service and support for multiple clients external to Delta Air Lines. The incumbent will also be responsible for leading a team to onboard new clients and support the growing DPS business. This will be accomplished by leading efforts to create streamlined business and day-to-day operational processes within their workstream through the oversight of the organizations standard operating procedures (SOPs). To be successful, we are seeking a leader that is focused on thoughtfully driving the business forward. This leader will lead new client development and build seamless customer interactions. He/She must accelerate our client experience by strengthening customer trust, expanding training offerings, and launching new offerings and experiences.
This is a critical leadership role on Delta professional Services Operations team. This leader will collaborate with leaders across the Operations, Sourcing and Administration teams to deliver on our goals and support DPS’ broader customer and profitability objectives.
The Leader Must Lead With The Following Characteristics
Essential Functions/Tasks
Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – 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:
Delta Professional Services (DPS) is a wholly owned subsidiary of Delta Air Lines and the premier Flight Training & Standards provider of choice to Delta Air Lines, its affiliates and key industry partners. The General Manager, Client Operations will be responsible for leading and motivating a team of DPS individuals that are responsible providing high quality customer service and support for multiple clients external to Delta Air Lines. The incumbent will also be responsible for leading a team to onboard new clients and support the growing DPS business. This will be accomplished by leading efforts to create streamlined business and day-to-day operational processes within their workstream through the oversight of the organizations standard operating procedures (SOPs). To be successful, we are seeking a leader that is focused on thoughtfully driving the business forward. This leader will lead new client development and build seamless customer interactions. He/She must accelerate our client experience by strengthening customer trust, expanding training offerings, and launching new offerings and experiences.
This is a critical leadership role on Delta professional Services Operations team. This leader will collaborate with leaders across the Operations, Sourcing and Administration teams to deliver on our goals and support DPS’ broader customer and profitability objectives.
The Leader Must Lead With The Following Characteristics
- Entrepreneurial, change-striving, resilient spirit that leads by example
- Is disruptive in thinking big and dreaming big without boundaries
- Embraces challenges and drives toward solutions
- Comfortable and confident expressing candor to any audience, has executive presence
- Ability to flex and tailor communication when speaking with business partners and external partners
Essential Functions/Tasks
- Lead DPS Client Program Managers
- Mentors, coaches, and inspires a diverse team to perform and deliver at their best
- Foster strong relationships with client leadership teams
- Strong influence and collaboration skills to work effectively cross-divisionally with trust, an enterprise mind-set, and a focus on delivering quality results on-time every time.
- Coordinate with DPS and client teams to deliver premium services on time, every time
- Partner with client leadership to identify target needs, staffing requirements and potential areas for growth.
- Leads and effectively manage high impact projects with an acute understanding of risks, tradeoffs, and competing corporate priorities
- Manages DPS P/L as it relates to Client Operations
- Support sourcing and recruiting of DPS personnel as needed to support Client Operations
- Support the relationship and communication strategies with multiple client training teams
- Consistently prioritizes safety and security of self, others, and personal data
- Establishes an environment of continuous improvement
- Write and distribute periodic DPS employee communication
- Coordinate periodic town-hall meetings
- Review and approve employee expenses
- Travel required
- Develop a comprehensive list of work processes related to client support and documents a step-by-step process flow for each identified process
- Identify ways to automate and streamline key workstreams and processes within their department
- Solid organizational and leadership skills.
- Conversant with Air Carrier Flight Operations and Federal Aviation Regulations.
- Conversant with Air Carrier and Flight School Training Requirements
- Must be able to effectively communicate (verbally and in writing) and present to employees and executive leadership
- Solid computer skills including proficiency with MS Office 365 and other Delta/DPS software
- Solid leadership skills – strong ability to lead, mentor and motivate team and peers
- Analytical Skills - Ability to use thinking and reasoning to solve a problem
- Problem Solving - Ability to make critical decisions while following company procedures
- Attention to Detail – Ability to produce work that is compliant and error-free while meeting established deadlines
- Diversity - Ability to work in a friendly, respectful and professional manner with people regardless of their age, gender, race, ethnicity, religion, national origin, disability etc.
- Honesty/Integrity/Ethical Standards – Ability to maintain high moral standards and be honest and ethical while performing job duties
- Innovative and strategic thinker
- Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc. or one of its’ affiliates.
- Must be performing satisfactorily in present position
Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – 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:
- Competitive salary, industry-leading profit sharing program, and performance incentives
- 401(k) with generous company contributions up to 9%
- Paid time off including vacation, holidays, paid personal time, maternity and parental leave
- Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
- Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
- Domestic and International space-available flight privileges for employees and eligible family members
- Career development programs to achieve your long-term career goals
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
- Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
- Recognition rewards and awards through the platform Unstoppable Together
- Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare