Airline Customer Service Manager

GAT Airline Ground Support - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Support Activities for Transportation

About the position

The Airline Customer Service Manager at GAT Airline Ground Support is responsible for establishing and enforcing safety policies and procedures, ensuring a safe and efficient work environment for employees. This role involves direct oversight of customer service operations, compliance with regulatory agencies, and maintaining high standards of service during peak travel times. The manager will lead safety meetings, conduct audits, and coordinate staffing to meet operational demands while fostering a professional and positive workplace culture.

Responsibilities

• Conduct monthly safety meetings for all employees.
• Perform flight audits, station audits, and 'at risk' behavior audits.
• Participate in monthly company safety conference calls.
• Communicate and instill safety awareness in all employees, including new hires.
• Determine manpower requirements for group movements and flight schedule changes in conjunction with customers.
• Oversee recruiting and placement efforts to meet staffing requirements.
• Ensure compliance with regulatory agencies including FAA, OSHA, EPA, and EEOC.
• Investigate and report incidents of aircraft damage or employee injury, implementing corrective actions as necessary.
• Oversee disciplinary actions and ensure proper documentation of policies.
• Coordinate purchases for operational necessities and ensure adequate supplies are available.
• Review payroll and daily hours to ensure budget compliance.
• Monitor operational irregularities and document out of scope activities.
• Conduct weekly Lead/Supervisor meetings and daily briefings with mechanics.
• Inspect facilities daily for compliance with uniform and appearance guidelines.
• Review operational reports to ensure proper dissemination of information.
• Investigate service failures including chargeable delays and mishandling of baggage.
• Administer station operational plans such as deicing and safety plans.
• Complete personnel evaluations on supervisors and staff.
• Liaise with customer service and airport authorities to address concerns.

Requirements

• 5+ years of airline leadership experience.
• Strong understanding of customer airline relations.
• High school diploma or GED required; 4-year college degree preferred.
• Basic computer experience (6 months+) and typing skills (at least 35 words per minute).
• Ability to read, speak, and understand English fluently.
• Good communication skills and a friendly, outgoing personality.
• Must be free of disqualifying crimes and able to pass a pre-employment drug test.
• Reliable transportation and availability to work weekends and holidays.

Benefits

• Competitive salary
• Great benefits
• Creative and energetic work environment