Delta Professional Services (DPS) is the Flight Training & Standards provider of choice to Delta Air Lines, its affiliates and key industry partners. The General Manager, Client Operations will be responsible for leading and motivating a team responsible providing high quality customer service and support for clients external to Delta Air Lines, DPS Compliance and the Delta Air Lines Training Center (FAA Part 142 Training Center). The incumbent will also be responsible for leading a team to onboard new clients in support of the growing DPS business. This will be accomplished by leading efforts to create streamlined business and day-to-day operational processes within their workstream through the oversight of the organizations standard operating procedures (SOPs). To be successful, we are seeking a leader that is focused on thoughtfully driving the business forward. This leader will be responsible for existing and new clients external to Delta Air Lines. He/She will oversee service delivery and build seamless customer interactions.
This is a critical leadership role on Delta Professional Services Operations team. This leader will collaborate with leaders across DPS Operations, Sourcing and Administration teams to deliver on our goals and support DPS’ broader customer and margin objectives.
The leader must lead with the following characteristics:
- Entrepreneurial, change-striving, resilient spirit that leads by example
- Is disruptive in thinking big and dreaming big without boundaries
- Embraces challenges and drives toward solutions
- Comfortable and confident expressing candor to any audience, has executive presence
- Ability to flex and tailor communication when speaking with business partners and external partners
- This position reports to the Senior Vice President, Operations & Client Experience for Delta Professional Services (DPS), a wholly owned subsidiary of Delta Air Lines.
ESSENTIAL FUNCTIONS/TASKS
- Lead DPS Program Managers assigned to clients external to Delta Air Lines, DPS Compliance and the Delta Air Lines Aircrew Training Center (FAA Part 142 Training Center)
- Mentors, coaches, and inspires a diverse team to perform and deliver at their best
- Foster strong relationships with client leadership teams
- Strong influence and collaboration skills to work effectively cross-divisionally with trust, an enterprise mind-set, and a focus on delivering quality results on-time
- Coordinate within DPS and client leadership to deliver premium services on time, every time
- Partner with client leadership to identify target needs, staffing requirements and potential areas for growth.
- Leads and effectively manage high impact projects with an acute understanding of risks, tradeoffs, and competing corporate priorities
- Oversee DPS P/L as it relates to Client Operations
- Partner with DPS Sourcing & Recruiting for personnel needed to support clients
- Support the relationship and communication strategies with client leadership teams
- Consistently prioritizes safety and security of self, others, and personal data
- Establishes an environment of continuous improvement
- Write and distribute periodic DPS employee communication
- Coordinate periodic town-hall meetings
- Review and approve employee expenses
- Travel required
ADDITIONAL PROGRAM RESPONSIBILITIES
- Develop a comprehensive list of work processes related team operations support and documents a step-by-step process flow for each identified process
- Identify ways to automate and streamline key workstreams and processes within their department