Manager, Airport Coordination Center (ACC) - ATL

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Job description

About Us:
Endeavor Air, a wholly-owned subsidiary of Delta Air Lines, takes pride in delivering a safe, reliable, and customer-focused travel experience. Flying as Delta Connection, Endeavor operates more than 900 daily flights to 140+ destinations in the United States, Canada, and the Caribbean.

Headquartered in Minneapolis, Minn., Endeavor operates six crew bases and 11 maintenance bases across the country. At the heart of our operation, over 5,000 employees keep us soaring and help ensure Endeavor sets the standard for excellence in the regional airline industry.

Our Culture:
We know that our people are our greatest assets, and we are committed to where employees love coming to work each day. At Endeavor Air, we foster a diverse, culturally-rich and safe workplace where employees are treated with dignity and respect. With a culture built on safety, excellence, and teamwork, Endeavor offers limitless potential for aviation professionals looking to start or continue their careers.

Our team promotes an inclusive environment in all aspects of the airline and our operation. As an EEO employer, we provide opportunities for all qualified candidates without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, or disabled status.

Overview:
The Manager, Airport Coordination Center (ACC) is responsible for an efficient customer service oriented operation by planning, organizing and controlling available resources to achieve airline and departmental goals and objectives in areas related to Hub Operations. Positioned in the Airport Coordination Center (ACC), serve as the "eyes and ears" of the Endeavor OCC. Provide Endeavor-centic support with real time communications to the station and relaying station critical information to the OCC.

Responsibilities:
Aggressively respond to safety events, especially those involving employee injury, customer injury, and aircraft damage, particularly when local Endeavor base manager is not present.

Serve as the Endeavor Air operational representative and liaison for all matters involving Endeavor Air flights at the hub.

Forecast the daily operational abilities and limitations of the hub and communicate those with the Endeavor Air Operations Control Center (OCC).

Understand operational goals including net promoter score (NPS) and make decisions based on these goals with an emphasis on protecting our customers and operation.

Build strong relationships and maintain open, informative and mutual lines of communications with business and service partners as well as the Endeavor OCC.

Monitor hub ground service equipment (GSE) status and communicate any impact to the OCC.

Advocate Endeavor's position with Delta ACC Coordinators and Service Manager in all matters that impact the Endeavor Air operation.

Actively monitor Endeavor Air's flight operation and vigorously mitigate departure delays.

Monitor aircraft and FAA frequencies to ensure proper data is transmitted to Endeavor flight crews.

Ensure business partners display accurate information on public display screens.

Assist in tarmac delay mitigation as they pertain to DOT3 requirements.

Assist Crew Scheduling and the Strategic Planning Team (SPT) to prioritize flights seek improvement with EDCT delays and/or IROP schedule adjustments for FAR117 crew duty.

Develop IROP plans in conjunction with the Endeavor Air OCC.

Coordinate with core OCC disciplines to help make the least impactful schedule adjustment decisions based on local conditions.

Monitor the level of service received by all airport partners and actively manage and correct any deficiencies.

Provide operational guidance and assistance to local Flight, Inflight and Maintenance Endeavor employees.

Participate in Endeavor and Delta daily briefings and conference calls to provide pertinent hub information.

Position is in a high stress airport environment.

Other Duties:
Other duties as assigned

Competencies Required:
Ethics and Values - Serves as a champion to employees and projects that are beneficial to the company Displays courage and willingness to take an unpopular stance to make positive long term progress for individuals and the organization.

Knows Our Business - Looks for way to improve our success operationally and through people. Understands how all aspects of the business operate in a systemic way. Technically and professionally skilled to do the job at a high level of accomplishment.

Builds Trust and Decision Making - Models honesty and open communications in large group meetings. Responds to challenge in a positive way - seeing it as a way to learn new perspectives and perhaps improve the organization.

Drive for Results by Inspiring Others - Builds passion and enthusiasm for the organization's mission. Identifies measurements that will drive long term positive results, and shares the rationale, thus engaging the organization.

Know Your Team and Leading People - Inspires organization to build effective work relationships that are based on strengths and focused on achieving organizational goals, understanding and utilizing each team member's interests and development goals. As a leader, proactively sees opportunities for talented and diverse staff to work with upper leadership in order to promote development and results.

Qualifications:
Bachelor's degree or a combination of education and equivalent experience

5 years of experience in airline operations (airport customer service, crew, aircraft performance)

Demonstrated ability to communicate effectively at all levels of the organization

Ability to communicate effectively at all levels of the organization utilizing a variety of tools including Microsoft Word, PowerPoint and Excel

Expertise in Sabre suite of products preferred

Previous experience in a SOC/OCC environment and / or airport customer service preferred

Valid driver's license

Work Environment & Physical Demands:
Shift position with bid schedule (early mornings, nights, weekends, vacation coverage required); must be willing to work any shift

Ability to work a shift with minimal breaks and in a high stress airport environment

Travel required up to 20% to attend meetings and support operations

Position requires some physical exertion such as pulling, pushing, reaching bending, and standing, walking and light lifting not in excess of 30 lbs.

What We Offer:
Providing world-class service to our customers starts with providing world-class benefits to our employees. Endeavor Air employees receive a competitive total compensation package which includes a variety of benefits to choose from and some of the best perks around.

Free or reduced-rate travel privileges on Delta Air Lines and 80+ air carriers worldwide for employees and eligible family members

Comprehensive Medical, Dental, and Vision Plans

401(k) with Company Match starting on Day 1

Operational Performance Rewards (OPR) Program

Life and AD&D Insurance, Short and Long-term Disability, Flexible Spending Accounts (FSA), and voluntary supplementary benefit options

FLSA Status:
Salary

Minimum Position Pay Range:
USD $60,000.00/Yr.

Maximum Position Pay Range:
USD $70,000.00/Yr.

New York City 30% Cost of Living Adjustment (COLA) Eligible:
No

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