Customer Service Training & Standards Manager

Dynamic International Airways - Kansas City, MO

Full-time - Mid Level

Kansas City, MO

Air Transportation

About the position

The Manager of Customer Service Training & Standards at Eastern Airlines is responsible for developing, maintaining, and executing customer service policies and training programs. This role focuses on designing effective procedures and curricula that meet the expectations of modern travelers while ensuring compliance with regulatory requirements. The position plays a crucial role in enhancing the customer experience through training and quality assurance initiatives.

Responsibilities

• Design procedures, standards, and training curricula for all customer service airport functions.
• Maintain all manuals associated with the customer experience, including check-in, baggage acceptance, and gate functions.
• Ensure compliance of customer service policies and procedures with Federal, State, and local regulations.
• Coordinate training initiatives with station and business partner leadership.
• Perform quality assurance observations on customer service-related training.
• Write bulletins and briefings regarding changes in procedures or corrective actions.
• Work closely with Safety and Security departments to ensure compliance and communication.
• Develop training schedules for customer service-related classes and maintain training records.
• Interact with the Commercial team to align customer service policies with marketing initiatives.
• Perform other duties as assigned by senior management.

Requirements

• Bachelor's degree or airline-related trade school preferred.
• At least five (5) years of experience working for a Part 121 or Part 135 airline.
• Minimum of three (3) years of previous supervisory experience.
• High level of knowledge in customer service procedures and FAA regulations.
• Excellent oral and written communication skills.
• Technical manual editing experience preferred.
• Experience in a training environment and familiarity with various learning management systems (LMS).
• Knowledge of current airline standards and service preferred.
• Valid Driver License and a driving record that meets the Company's insurance standards.
• Ability to pass a two (2) year drug and alcohol background check, pre-employment drug test, and criminal history records check (CHRC).
• Eligible to work in the United States.

Nice-to-haves

• Experience in a training environment.
• Familiarity with various learning management systems (LMS).
• Knowledge of current airline standards and service.

Benefits

• On-the-job training