Airlines - Corporate Operations

Description:

The Project Manager II - Customer Complaints will be responsible for reducing Care and DOT complaints by initiating and managing cross-divisional process improvement projects.
Work closely with theSpecialist - Customer Care to identify main drivers of customer complaints, diagnose root cause, and determine areas of opportunities to reduce Care and DOT complaint volume
Leverage resources (cross-divisional liaisons, survey data, complaint data, social media data) to develop and prioritize key complaint reduction projects to focus on highest impact solutions towards mitigating customer pain points and driving customer satisfaction
Partner with Operational and Commercial teams to make actionable recommendations, develop corrective actions, and drive resolution of complaint drivers
Develop comprehensive presentations and effectively communicate with leadership and frontline covering identified areas of opportunity and recommended corrective actions
Continuously coordinate cross-divisional teams and lead multiple complaint reduction projects to resolve primary drivers of customer pain points
Track the progress and performance of cross-divisional improvement projects to ensure impact on Care and DOT complaint reduction
Partner withSpecialist to develop analytical strategy to best disperse relevant data insights to applicable DL divisions (e.g., ACS, IFS, Res/Care, TechOps, Loyalty, RM, Network, Marketing) to enable concentrated efforts on most critical complaint drivers
Support efforts to provide real-time accessibility to Care complaint data
Represent Customer Care in cross-divisional complaint reduction taskforces and improvement projects
Provides strategic inputs into ad hoc projects, business cases, and data requests
Responsible for the management of projects from initiation through implementation.
Responsible for the development of project definitions, cost/benefit and risk analysis, work plans, progress reports and presentations.
Leads cross-divisional meetings and working groups with focus on customer complaint reduction.
Develops project plans, manages project interdependencies and assigns departmental resources to tasks and deliverables.
Manages project scope and requirements. Identifies and manages change management processes. Prepares materials and makes presentations to project teams, sponsors and stakeholders at various levels of management.
Assesses project risk and develops mitigation strategies.
Develops strong internal and cross-divisional relationships and maintains a high level of customer focus.
Practices safety conscious behaviors in all operational processes and procedures.

Requirements:

Bachelor's degree in business administration or related field required; MBA preferred.
Minimum of three years of project management experience, including budget and scope management, schedule and milestone planning, and risk assessment, required.
Proven working experience leading diverse, cross-functional teams and coordinating internal resources.
Project Management certification and qualification or equivalent education required.
Background in and knowledge of several functional or operational areas strongly preferred.
Knowledge of divisional practices and experience in applying corporate policies required.
Experience managing multiple departmental projects and executing divisional projects required.
Strategic thinker with strong decision-making skills and customer focus, a risk taker and creative problem solver.
Ability to balance multiple priorities simultaneously in a fast-paced environment with minimal supervision.
Requires strong organizational and time management skills.
Excellent communication skills, both verbal and written
Knowledge of Microsoft Project software and ability to use other use Microsoft Office applications required.
Exceptional skills in negotiation, time management, delegation, problem solving, stakeholder presentations, and analysis.
Extensive experience creating "presentation-ready" PowerPoints and presenting to senior leadership.
Must be able to work outside regular office hours and travel overnight as/when business needs dictate.
Must be performing satisfactorily in present position.
Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.

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