The Director, Operations is responsible for the strategy, systems, policies and procedures for Airport Customer Service (ACS) below-wing, including, ramp, baggage performance and baggage recovery. This individual will have proven leadership skills and possess a high level of accountability for achieving organizational results. The successful candidate should be a relationship builder and have the ability to develop strong consultative and influential relationships at all levels of the organization. The position will report directly to the Vice President and will be based in Los Angeles. Responsible for the vision, strategy, direction and development of all Airport Customer Service (ACS) below-wing, ramp and Cargo policy and procedures, and baggage performance Develops both strategic and tactical plans that create a safety conscious environment that results in employee safety and well-being Maintains strong visibility and strategic ties with relevant bodies (i.e. airlines, airport authorities, government agencies and external organizations) to ensure Delta claims a leadership role Creates and leads the execution of the departmental IT and ground capital plan for systems supporting below wing process Directs core operational elements of the business which directly impact the stations’ ability to carry out their mission, while meeting financial objectives Work closely with senior ACS leaders to understand and support performance and financial goals Monitors performance and adjusts as needed to ensure operational excellence Plays an integral role in engagement, communication, and overall leadership visibility across the system WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS) Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc. Embraces diverse people, thinking and styles Consistently makes safety and security, of self and others, the priority Minimum of five years of experience with an airline or equivalent experience Position requires a broad range of airline operational and leadership experience, including exposure to ACS Operations, TechOps, Flight Operations, Corporate Real Estate, Airport Management and safety /regulatory requirements Should facilitate the implementation and acceptance of change throughout the workplace through a detailed understanding of Delta\'s strategic vision Strong working knowledge of both capital and operating planning process Proven budgetary planning and execution experience is required Proven leadership experience including managing managers and leading large teams Highly proficient in written and oral communications and able to produce concise, relevant, strategically-driven documents and presentations for senior leaders Demonstrated experience in managing complex processes within cross-functional teams Demonstrated experience using financial metrics to present value analysis at the department, division, and corporate level is required Ability to influence and align individuals at all levels Creative and innovative problem solver Must be flexible in dealing with changing priorities; a consensus builder, very effective in a matrix-type organization Must have a creative and progressive outlook towards rapidly developing delivery technologies Must be able to work in a time sensitive 24/7 environment, be a self-starter and highly motivated Must be performing satisfactorily in current position WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS) Master’s Degree in Business or a related field preferred or equivalent experience Sustained experience in airport public contact position is preferred, along with strong knowledge of ACS operational procedures and policies preferred