Station Remote Support Team Manager - SRS Manager
Job Description
Job Description
Air General, is a third-generation, family-owned, nationwide Air and Ocean Cargo handling company, as well as a provider of Passenger and Traveler Services, is seeking a dynamic Manager to lead our Station Remote Support team.
The Manager will be primarily responsible for oversight of a remote team, delivering exceptional customer service and ensuring strict compliance with safety and security protocols. Core responsibilities encompass ensuring the team performs precise data entry, and fostering effective communication with external customer service, as well as coordination with local stations throughout the network. The successful candidate should demonstrate the capability to work both independently and collaboratively within a team.
This will be a remote-based position. If you are interested in a career with an industry leader that promotes a diverse and inclusive culture, one where employees feel valued and respected, and are encouraged to contribute their unique perspectives, please consider joining us!
Essential Job Functions
- Work with the Director of Operations to define the long-term vision for remote team operations that align with overall company objectives and growth plans.
- Build, lead, and manage a remote operations team to support the stations and monitor their daily productivity to ensure deadlines are met.
- Oversee training and skill development of team members with support from corporate resources to ensure training compliance for all supported carriers and Air General training.
- Ensure staff are fully equipped to handle inquiries, provide communications, and service-related issues effectively and compassionately.
- Collaborate with cross-functional teams, including Station Manager, Manager of Cargo Systems, and Corporate Departments for continuing growth, and well as work with them on operational issues.
- Develop and implement service procedures, policies, and standards.
- Monitor and analyze service metrics to drive process improvement and operational efficiency.
- Handle complex or escalated customer inquiries or issues, ensuring timely resolution.
- Ensure customer performance targets, KPI, and service-level agreements are consistently met or exceeded, with feedback from the stations and airline partners.
- Organize and coordinate daily flight operations efficiently to ensure smooth handling.
- Administer disciplinary actions in accordance with company policy for security or service-related violations.
- Manage day-to-day operational tasks to ensure all flight duties are completed accurately and on time.
- Work with the Cargo Management System Manager to provide operational and technical support to multiple Air General stations.
- Coordinate efforts with the remote team to ensure adherence to all applicable FAA, Airport, TSA, CBP, USDA, and Air General safety and security regulations, and promptly report any discrepancies to management.
- Coordinate with the team to monitor, delegate, and respond to email correspondence for assigned cities and carriers, and handle escalation emails.
- Communicate with station managers to provide customers with shipment status updates and resolve inquiries.
- Collaborate with station managers and the Director of Operations to identify solutions and support multiple cities, as well as to implement and thoroughly work with the remote staff on corrective actions.
- Regularly update and work with the Regional Directors and Airline Regional Managers on the carrier training matrix and represent the remote department in QBRs.
- Prepare and manage work schedules effectively, including oversight of overtime.
- Perform additional duties as requested by the Director of Operations or corporate department management teams.
- Will work closely with the Cargo Management System Manager on various IT projects.
- Travel may be required to support stations at times.
Management Responsibilities - Manages direct reports including hiring, performance evaluations, scheduling, orientation, and training. Will make decisions on employee hires, transfers, promotions, salary changes, disciplines, terminations, and similar actions. Resolves employee problems within position responsibilities. Example of direct reports: Supervisor, Support roles (all remote).
Requirements
- A high school diploma/GED is required. An advanced degree is preferred.
- 3-5 years of experience supervising/managing teams.
- 3-5 years of experience using SmartKargo preferred (import/export). Advance knowledge of cargo systems, including SmartKargo, iCargo, Sprintpass, Ciber, ICS2, GSF/IAG AMS, ePouch, BA80, and FLY, AG Warehouse scanners.
- Prior experience managing a remote team is preferred.
- Must be able to obtain a valid airport SIDA badge, if needed.
- Candidates must possess some intermediate computer skills, particularly in Microsoft Office and Google programs.
- Must be able to clearly understand and communicate in English when performing essential job functions.
- Must be able to pass all pre-employment screenings, background checks, and airport/government security background checks, applicable Custom Security Seal, and post offer drug screens.
Compensation - This is a salary/exempt role. The salary will be based on current market conditions and commensurate with candidate experience. Candidates are encouraged to communicate their expectations during the recruiting and selection process.
Benefits Offered:
- Medical, Dental, Vision, STD, LTD, Health and Flexible Savings Accounts, etc.
- Paid Time Off and Sick Time
- Paid Parental Leave
- 401(k) Retirement Plan and Roth after 6 months, company match after 1 year
- Life Insurance
- Tuition Scholarship Program
- Company Emergency Loan Program
- Earned Wage Access - offered through Tapcheck
- Tuition Reimbursement
- Employee Assistance Program (EAP)
Air General is a third-generation, family-owned, nationwide Air and Ocean Cargo handling company, as well as a provider of Passenger and Traveler Services. Our customers are the world's major International and Domestic Airlines. Air General is dedicated to providing quality cargo handling and transportation logistics services in North America at major US Airports. If you'd like to learn more about Air General please visit the link and explore our videos!