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About the Role

The Manager, Ops, Customer Service supports the operational unit in meeting customer requirements and needs, acting as a liaison between the airline customer and the Gate Gourmet operational unit.

Responsibilities

• Agrees on performance expectations with the commercial team and works with GM/Unit staff to deliver against these expectations.
• Approves specialty orders, uplifts, and is responsible for invoice accuracy and timelines.
• Works closely with the production team to maintain knowledge of current specifications and customer expectations through routine audits.
• Ensures supply chain/purchasing has current data and supports purchasing requirements.
• Ensures all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities are documented on invoice.
• Communicates customer goals and represents customer interests to the local GGI team.
• Effectively communicates all unit offerings to the client with GM approval.
• Reports to the GM and/or Account Director, providing regular input on account activity, including service status and call reports weekly.
• Provides coordination between customer and GGI on special events.
• Owns the T-minus schedule to facilitate changes and bring all departments together for success.
• Maintains a professional appearance and treats the customer with dignity and respect.
• Performs daily reconciliation of delays and communications need activities.
• Communicates daily to the GG operations team about spec changes, performance issues, call backs, inspections, etc. from the previous day.
• Drives root cause analysis.
• Provides weekly recaps of delays vs. targets, FAC’s, and updates the customer and local station management weekly.
• Ensures customer issues are dealt with efficiently, informing the General Manager and Commercial leader of any problems.
• Performs weekly inventory status checks.
• Provides regular two-way communication between the client and local GGI to ensure strong team representation and set proper client expectations.
• Ensures the customer inventory sheet is current with up-to-date par levels.
• Manages the inventory process accurately and on time, with results reviewed before submission to the customer.
• Communicates to the customer when par levels need to change.
• Provides customer feedback to help the customer reduce costs through inventory management.
• Ensures warehouse space is not used for obsolete or excessive inventory.
• Ensures Customs requirements, GGI Bonded policy, and local Agriculture compliance agreements are implemented.
• Assists internal departments on quality/compliance through weekly specification checks and audits.
• Compares FACs against goals.
• Owns CSI and drives the process as outlined in GG policy and procedures.
• Conducts weekly documented billing checks to ensure items are billed.
• Reviews monthly service orders to ensure all service items are captured and aligned with CXP and Sales force.
• Manages a customer-specific set of KPIs, reporting on performance to the commercial team.
• Agrees performance targets to these KPIs with the Commercial VP and GM.
• Conducts annual (or quarterly) customer feedback surveys on communication, inventory management, quality cost management/invoice accuracy, and customer service orientation.

Requirements

• Proven Account Management skills required to create, maintain, and enhance customer relationships.
• Minimum of 3 years of account/project management experience.
• Extremely detail oriented.
• Technical and analytical competence.
• Motivated, goal oriented, and persistent.
• High level of initiative and works well in a fast-paced, team environment.
• Handles stressful situations and deadline pressures well.
• Plans and carries out responsibilities with minimal direction.
• Full knowledge of any customer specific requirements in Service Agreement and delivers as listed.

Skills

• Excellent written and oral communication skills.
• Bilingual is a plus.
• Thinking – Information Search and analysis & problem resolution skills.
• Engaging – Understanding others, Team Leadership and Developing People.
• Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively.
• Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus.

Location

• Unit

Work Type

• Full-time
• Exempt

Experience Level

• Minimum of 3 years of account/project management experience.

Education Level

• High School Diploma or GED required
• Associates degree or degree from a 4 year university or college is preferred

Salary/Compensations

• $57,400- $65,000/Per Year

Benefits

• Paid time off
• 401k, with company match
• Company sponsored life insurance
• Medical, dental, vision plans
• Voluntary short-term/long-term disability insurance
• Voluntary life, accident, and hospital plans
• Employee Assistance Program
• Commuter benefits
• Employee Discounts
• Free hot healthy meals for unit operations roles

About the Company

• gategroup is an equal opportunity employer committed to workforce diversity.
• Employees at gategroup are expected to live our Values of Excellence, Passion, Responsibility and Respect.
• We put the customer at the forefront of everything we do, taking time to understand their needs, wishes and desires.
• We constantly learn by giving and receiving feedback, improving from our mistakes and bettering ourselves.
• Hospitality, in its purest form, comes down to a single, core principle: care. We do everything with thoughtfulness, attention, and care.
• We have a growth mindset, a resilience that makes us determined to bounce back from failures and setbacks.
• We care about what we do, and we understand the impact we have on others and the planet.
• We always look out for each other –creating a safe workplace environment is everyone’s responsibility.
• Every job matters. We each do our part to ensure our colleagues and our customers succeed in their goals.
• We respect each other’s voices and foster a workplace that supports inclusion and belonging. We are all one gategroup.

Equal Opportunity

• All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law.
• For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf