Station Manager – Airport Customer Service ("ACS") Operations at Delta Air Lines

As the Station Manager in South Africa, you will be responsible for Delta Air Lines’ operations at OR Tambo International Airport (JNB) and Cape Town international Airport (CPT). This position reports directly to the Field Director, ACS operations, and is primarily responsible for leading the strategic direction, oversight, and management of day-to-day airport operations.

• Ensures a smooth, safe and secure operation while modeling Delta's vision and values.
• Delivers on the signature Delta customer experience.
• Builds partnerships and fosters relationships with vendors, airport, and other business partners to ensure implementation of safety initiatives, on-time operational performance, baggage initiatives, IROP management and recovery plans along with other strategic initiatives.
• Sets the strategic vision to elevate and strengthen Delta’s position while maintaining daily operational excellence.
• Leads and develops a team of Operation Service Managers (OSMs) to meet and exceed Delta’s high standards for Unlocking Potential, Going Beyond, Connecting, and Charting the Course.

Responsibilities include:

• Overall leadership of the station.
• Responsible for ensuring that station goals and KPIs are met or exceeded.
• Continuously reviews processes and adjusts as needed to improve operations and customer experience.
• Develops strategic, tactical, and operating plans for the station that create a safety conscious environment and result in employee safety and well-being.
• Effectively communicate within LOS team, to other Delta departments, and within airport community.
• Champion change and demonstrate an ability to manage through indirect influence and control with vendors and partners.
• Promote team building through motivational and directional coaching.
• Work effectively across various support departments including: Corporate Security, Operation and Customer Center, Network, TechOps, In-Flight Service, Reservations, Flight Operations, Cargo, Human Resources, Legal, Delta IT, GSE, Corporate Real Estate, Finance, and other departments as needed.
• Control station finances/budget, identify need for capital expenditures, and review/approve all invoices related to the operation.
• Serve as liaison for Delta initiatives across all divisions.
• Accountable for all internal and external regulatory and compliance matters, environmental standards, and interacts with local authorities on international requirements.
• Ensure compliance with, and implementation of, local labor laws for Delta employees.
• Regularly audit the performance of the GHAs to ensure compliance with the service level agreements and proactively drive necessary process changes.
• Effectively use data to understand and support changes in the operation.

What You Need To Succeed (minimum Qualifications)

• Embraces diverse people, thinking and styles.
• Consistently makes safety and security, of self and others, the priority.
• Minimum of 5 years’ experience in leadership positions and 2 years’ experience in airline operations.
• Thorough knowledge of aircraft operations (ramp operations, baggage handling, passenger service, IROP management, and aircraft performance) is highly desired.
• Working knowledge of airlines systems used within the airport environment.
• Strong critical thinking and problem-solving skills with the ability to make quick, prudent decisions.
• Able to represent Delta in the community (government, non-profit agencies, fund raising initiatives) and possess diplomacy and relationship management skills.
• Strong customer service orientation.
• Must step up to conflicts and be skilled at finding common ground to obtain cooperation from others.
• High standards of performance for self and others along with ability to guide others in adhering to these standards.
• Demonstrated ability to communicate effectively at all levels of the organization.
• A demonstrated self-starter, who is action-oriented, and proven as capable to manage a complex day-to-day operation.
• Exhibit strong organization skills and be multi-task oriented.
• Willing to work irregular hours as needed to support the operation.
• Able to travel as necessary within EMEAI and to US.
• Fluent in English; both verbal and written.
• Performing satisfactorily in present position.
• Eligible at the time of application to live and work in South Africa.

What Will Give You a Competitive Edge (preferred Qualifications)

• College degree in business, operations management or a related field, or equivalent experience.
• Have an analytical, data driven mindset. Embrace continuous improvement.
• Experience with vendor relationships.
• Knowledge of relevant Delta systems.