**Hybrid Customer Service Manager, Airport Workforce Management (Charlotte, NC, US) at blithequark**

Are you ready to embark on an extraordinary journey with blithequark, where the thrill of adventure meets the satisfaction of a fulfilling career? As a Hybrid Customer Service Manager, Airport Workforce Management, you'll be at the forefront of delivering exceptional customer experiences while fostering a culture of safety, teamwork, and leadership within our dynamic team. Join us at blithequark, and you'll have the opportunity to grow your expertise, expand your network, and become the best version of yourself. **Why You'll Love This Job** At blithequark, we're committed to empowering our team members to reach new heights. As a Hybrid Customer Service Manager, you'll be part of our leadership program, designed to help you develop the skills and knowledge needed to excel in your role and beyond. With our supportive and inclusive work environment, you'll have the freedom to be yourself and thrive in a fast-paced, dynamic setting. Some of the key responsibilities of this role include: * Ensuring a safe, high-performing operation by leading, engaging, coaching, and developing front-line team members * Creating a safe, reliable operation while delivering an exceptional customer experience * Fostering an environment that develops our front-line team members and promotes mutual respect, trust, responsibility, and core values * Driving operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service * Establishing team and individual goals in support of departmental and company objectives * Coaching and mentoring frontline team members in skill development, customer service elevation, and company culture behaviors * Establishing and promoting effective relationships with team members that foster compassion, authenticity, integrity, respect, and dignity **What You'll Do** As a Hybrid Customer Service Manager, Airport Workforce Management, you'll be responsible for: * Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being * Be a safety advocate: Look for safety concerns and address them as needed * Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors * Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity * Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner * Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements * Promote effective communication among departments to engage our team to work together to achieve common goals. * Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure * Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty) * Ability to solve complex staffing issues with minimal oversight * Strong communicator with all levels of the operation * Can manage multiple software programs at the same time to quickly analyze the operation and determine best course of action throughout the day * Coordinate assignments for frontline team members to dynamically work flights at gates * Utilizes GS Realtime and other programs (i.e. Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs and tour reports * Being proactive and efficient with time management * Ability to work extra hours when there are operational needs * Ability to work rotating shifts including weekends, holidays and days-off **All You'll Need for Success** To excel in this role, you'll need: * High School diploma or GED Equivalency * Previous airport customer service experience * 2 years experience leading others * Knowledge of company policies and procedures and functional automation applications **Skills, Licenses & Certifications** To be successful in this role, you'll need to possess: * Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment * Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate * Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems * Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action. * Strong decision making skills * Ability to work independently as well as collaboratively * Ability to work under demanding operational conditions * Ability to prioritize and execute with a sense of urgency and preciseness * Ability to use sound business judgment to resolve issues with internal and external customers * Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation * Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc. * Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement. **What You'll Get** As a valued member of our team, you'll enjoy: * Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network. * Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. * Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need. * 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year. * Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more **Feel Free to Be Yourself at blithequark** At blithequark, we're committed to creating an inclusive work environment that celebrates diversity and promotes equality. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at blithequark. Apply for this job