What are the responsibilities and job description for the Manager, Guest Operations (Contact Center) position at Working at Signature Aviation?
The Guest Operations Manager is responsible for the daily leadership, performance, and continuous improvement of Signature Aviation’s centralized Guest Operations team within the Network Operations Center (NOC). This role oversees Guest Operations Coordinators responsible for guest communications, reservation support, service recovery, and centralized operational support across multiple Signature locations.
Beyond day-to-day team leadership, the Guest Operations Manager serves as the operational owner of the guest communication experience by driving service consistency, workforce performance, process optimization, digital adoption, and technology integration. This role partners closely with Guest Operations Strategy, NOC Operations, local base leadership, IT, Digital Product teams, and other key stakeholders to continuously enhance the guest experience while improving operational efficiency through automation and self-service capabilities.
Qualifications:
Minimum Education and/or Experience:
Minimum of 5 years of experience in guest services, customer experience, operations, contact center management, hospitality, aviation, or a related field.
Minimum of 2 years of leadership experience managing teams in a fast-paced operational environment preferred.
Experience managing service delivery across multiple communication channels preferred.
Additional knowledge and skills:
Strong leadership and team development skills with the ability to motivate and develop high-performing teams.
Strong customer service mindset with a passion for delivering exceptional guest experiences.
Strong analytical skills with the ability to interpret performance data and drive operational improvements.
Excellent communication, conflict resolution, and decision-making skills.
Experience with workforce planning, service level management, and operational performance metrics.
Strong process improvement mindset with experience improving workflows and service delivery models.
Experience with CRM systems, reservation systems, digital communication platforms, and operational technologies preferred.
Comfort working in a fast-paced, highly dynamic operational environment, including support during irregular operations and major events.