Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.
Role Summary
Inflight Duty Manager is responsible for all aspects of current, contingent and emergency operations while remaining the point of contact for all Inflight related matters in the NOC. The Inflight Duty Manager works with the Network Director, Flight Ops, Crew Scheduling, hotel and ground transportation services, Security and all other operational stakeholders to positively impact flight attendants and sustain an on-time, safe operation 24/7/365.
Key Duties
Serves as the Inflight Duty manager (IFDM) at the Network Operations Center (NOC).
Serves as the VP Inflight Services representative to the NOC and acts as an integral part of the operational control function of the airline while working with the NOC bridge team (Network Director, Manager of Flight Dispatch Operations, Tech Ops Manager, Flight Operations Duty Manager (FODM) and Crew Resources Manager) and all other operational stakeholders as it pertains to the operation of flight.
Acts as the primary Inflight Services first responder during crisis, emergency or irregular operations.
As such the IFDM is responsible for making decisions on behalf of the Inflight leadership and providing operational support for flight attendants outside normal base business hours.
Utilizes flight attendant and management feedback, monitors base operations, and works with base management to improve flight attendant service levels.
Has knowledge of and expertise of the CBA and understands its scope and interpretation.
Uses this knowledge to ensure that flight attendants and other divisions comply with the contract in order to improve operational efficiency.
Serves as a subject matter expert on company policy, contractual issues, FARs and flight related procedures for all fleets.
Maintains knowledge of inflight operations and procedures and attends training as required to maintain proficiency.
Participates in projects/meetings to support the IFDM with appropriate collateral duties assigned.
Acts as liaison between Inflight Services and other divisions to provide a consistent, quality product to our flight attendants and customers.
Executes company policy with respect to operational matters.
Provides input to the Inflight Services Leadership.
Responds to incidents or accidents as necessary using NOC/local domicile plan.
Serves as Inflight Services on-scene responder as necessary during incidents/accidents.
Trains as necessary to be able to provide this function.
Job-Specific Experience, Education & Skills
Required
4 years of experience in customer service, Inflight services, or a related function.
Bachelor’s degree (preferred focus in aviation management, business, or related field), or an additional two years of relevant training/experience in lieu of this degree.
Ability to complete [Company]’ initial training/IOE, hold an FAA flight attendant certificate, and remain qualified through recurrent training.
Proven ability to problem solve and operate effectively in fast-paced and ambiguous situations, offering real-time solutions.
Demonstrated experience coaching, mentoring, and engaging frontline employees in a constructive and supportive manner.
Strong ability to work independently and collaboratively as part of a team focused on continuous operational improvement.
Proficiency with Microsoft Office Suite (Outlook, Excel, Word).
Experience with operational control systems such as Crew Management Systems and Departure Control Systems.
Ability to write reports and professional correspondence.
Ability to interpret a variety of written, oral, and schedule-based instructions.
Physical ability to remain on your feet for extended periods of time.
Ability and willingness to fly as a crew member as needed, including during irregular operations and adverse weather conditions.Ability and willingness to work various shifts, including weekends, holidays, nights, and on-call availability.
High school diploma or equivalent.
Minimum age of 21.
Must be authorized to work in the U.S.
Preferred
3 years of Inflight experience.
Base leadership preferred.
Experience working in an operational control office environment.
Experience preparing verbal and written investigative reports.
Knowledge of aviation industry.
Knowledge of FAR 121.
A Bachelor of Arts or a Bachelor of Science degree.
Job-Specific Leadership Expectations
Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.
Salary Range
$84,500 -- $126,750 / year