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Alliance Ground International · 4 days ago

Passenger Service Account Manager

Nashville, TN

Full-time

Onsite

Mid Level

3+ years exp

Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to over 100 airlines across the U.S. and Canada. They are seeking a Passenger Service Account Manager to manage and coordinate ground operations, ensuring compliance and customer satisfaction while leading a team to deliver quality service.

AutomotiveFreight ServiceLogistics

Responsibilities

Coordinate with Company personnel, customers, third party service providers and applicable government agencies to ensure contract/regulatory compliance and customer satisfaction in all aspects of the Company's ground operations

Conduct periodic audits on all Company ground operations

Produce, revise, and distribute all departmental training aids, directives, reports, forms, memos, etc. and is responsible for all departmental manuals

Ensure all personnel involved in Company ground operations and/or ground handling of Company aircraft are properly trained

Evaluate training and performance records of employees to determine and formulate training designed to increase employee efficiency, safety, plus ensure compliance with all Company and governmental regulations

Maintain the Hazardous Materials Training Program for all applicable employees

Develop and implement policies and procedures for the safe and efficient handling of GSE equipment

Lead by example to deliver consistently great service to our customers

Ensure compliance with all Company safety and security procedures in order to meet/exceed regulatory standards

Maintain, monitor and report on agreed key performance indicators (KPI's)

Conduct full investigations on irregularities, accidents or complaints as per our standard reporting requirements

Drive consistency and standards by ensuring clear communications at all levels on operational policies and procedures

Ensure all agreed training is completed and documented

Build and maintain relationships with stakeholders, internal and external

Resolve issues/conflicts in a timely manner

Ensure efficient operation of inbound and outbound flights

Conducts oneself in such a way as to promote and drive integrity, fairness, personal attitude and respect for others

Able to meet the Station's attendance policy

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding employees; addressing complaints and resolving issues

Qualification

Ground handling managementPeople managementMicrosoft OfficeConflict resolutionAnalytical skillsMultitaskStress managementCustomer focusedDetail-orientedTeam playerCommunication

Required

Effective people management and planning /organizational skills

Customer focused and analytical with good judgment

Able to work under pressure and a team player

Ability to deal with conflict and resolve issues

Intermediate computer skills with working knowledge of Microsoft Office programs

Excellent English verbal and written communication skills

Must be able to handle stress in a fast-paced environment and ensure deadlines are met

Ability to concentrate on detail

Ability to lift 50-70 lbs

Adhere to safety practices and programs

Ability to multitask

Good communication skills

Associates degree from college or university; or three to five years related experience and/or training; or equivalent combination of education and experience

Valid US driver's license

Successful completion of required airport badging process