Supervisor, Business Partner Operations & Performance
- Houston, TX
- Permanent
- Full-time
- Responsible for supervising vendor operations at assigned hub station. Supports the day-to-day relationships with vendors; interacts with vendors on operational issues and local integration
- Outsourced areas of focus include cabin appearance, janitorial, cargo, fueling, lobby services, unaccompanied minor, wheelchair, security, skycap, bussing and any additional outsourced services as directed
- Responsible for supervising station operations vendor performance
- SOP compliance; regulatory compliance, and adherence to/administration of Service Level Agreements
- Collaborates with cross-divisional leadership in definition of and resolution to vendor related problems/issues
- Communicates regarding station specific and system driven changes including, but not limited to, flight schedules, seasonal planning, volume forecasts, SOP updates
- Supervises Vendor Operational Safety programs and initiatives to comply with DOT, FAA, and corporate regulations
- Serve as the on shift, single point supervisor for coordination between the Business Partners and Station Operations Center
- Manage and monitor Business Partner staffing levels, determine operational risk, and communicate and coordinate with other departments as required
- Monitor Business Partner performance in real time and discover opportunities in advance
- Initiate and monitor ‘on shift’ Business Partner communications (Teams, WhatsApp, Emails) Manage phone and radio calls for all operational issues
- Ensures Business Partners are setup in advance of all irregular operations, holdovers, overtime, hotels, transportation, and equipment
- Coordinate with Business Partners during irregular operations; late aircraft, return to gate/field
- Monitor Business Partner delays and investigate as required
- Generate real time reports with most up to date information
- Assist in identifying trends and operational key points for overall improvement
- Attend all required operational briefings/calls. Meet individual and station / system goals
- Serve as a subject matter expert on safety, service, and procedures
- Complete all required regulatory and Company required documentation of activities
- Participate in collateral projects
- High school diploma or equivalent
- Minimum of two years of experience in Airport Operations or related background
- Experience in project management initiatives and working cross divisionally
- Previous experience in a leadership role such as a team lead, service director or supervisor position
- Strong sense of ownership, understands operations and how to translate knowledge to business goals
- Continuous improvement
- Customer Focus
- Conflict resolution, accountability, teamwork, engagement/motivation
- Safety orientation
- Planning/multi-tasking
- Strong written and oral communication skills
- Decision making with an ability to lead
- Proficient in IT systems and common software appropriate to work group
- Experience leading and influencing a team and customer service experience
- Must be flexible and willing to work any shift in a 24/hour/7 day a week operation including weekends, nights, and holidays
- Must possess a valid state-issued driver’s license, and acceptable driving record
- Must NOT have lived outside of the United States in the past 3 years for any period longer than six months, with the exception of military duty or government-approved exceptions
- Must be legally authorized to work in the United States for any employer without sponsorship
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential function of the position
- Bachelor's degree or 4 years of relevant work experience
- Computer skills including Microsoft Office (Outlook, Word, Excel)
- Experience leading Business Partners
- Experience working in Airport Operations, including Customer Service, Ramp Service, Stations Operations Center or Business Office