Manager, Customer Service

On April 28, 2021, Avelo took flight as America’s first new airline in nearly 15 years – ushering in a new era of affordable, convenient, and reliable air travel. Founded and led by airline industry veteran, Andrew Levy, along with a team of world-class airline executives, we endeavored to build a different and better kind of airline with one mission in mind: “To inspire travel” and we’ve done so with industry-leading reliability and a caring Soul of Service. If you are looking for the opportunity to join a new and exciting airline that offers the chance to make your mark on aviation history, keep reading!

PURPOSE: The Manager of Customer Service is responsible for overseeing Customer Service operations at HVN and BDL while working in partnership with the Manager of Ramp Operations. This role ensures that Avelo delivers a safe, reliable, and caring experience for every Customer. The Manager leads a team of Supervisors and Customer-facing Crewmembers, instilling a culture of compliance, accountability, and exceptional service.

The position reports directly to the Regional Manager and works closely with peer station leaders to ensure seamless operational and Customer experience performance across both HVN and BDL.

RESPONSIBILITIES:

• Lead and manage Customer Service operations at HVN and BDL, serving as the primary station leader for all Customer-facing activities.
• Partner with the Manager of Ramp Operations to ensure cohesive and efficient management of HVN and BDL operations.
• Provide direct leadership, coaching, and support to station Supervisors, ensuring they are empowered to lead their teams effectively.
• Ensure strict adherence to all regulatory requirements, company policies, and standard operating procedures.
• Drive Customer experience excellence, resolving escalations and ensuring service recovery efforts uphold Avelo’s standards.
• Manage day-to-day station performance, including on-time performance, baggage handling, Customer satisfaction, and compliance.
• Partner with the Regional Manager to develop and implement strategies that improve operational reliability and service delivery.
• Ensure adequate staffing coverage, including scheduling, shift assignments, and managing overtime as necessary.
• Monitor station metrics and provide regular reporting to the Regional Manager and senior leadership on station performance and improvement opportunities.
• Support new station initiatives, Crewmember training, and play a critical role in cultural alignment with Avelo’s Soul of Service.
• Coordinate with OCC, Customer Support, and other internal departments to resolve operational challenges, irregular operations, and Customer concerns.
• Maintain readiness for emergency and irregular operations, ensuring Crewmembers are trained and prepared to respond appropriately.

• Minimum of five (5) years of airline Customer Service and/or Airport Operations experience.
• Minimum of three (3) years of leadership or management experience in a station or customer service setting.
• High School diploma (or equivalent) required; Bachelor’s degree in aviation management, business administration, or a related field highly desired.
• Strong understanding of DOT, FAA, TSA, and ADA regulations.
• Must be Complaint Resolution Official (CRO) certified or able to become qualified within 30 days.
• Valid driver’s license and ability to obtain airport-issued ID badges.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to thrive in a fast-paced, high-pressure environment and work flexible hours, including nights, weekends, and holidays.

X-FACTORS:

• Demonstrated ability to lead through change while fostering a positive and safe work environment.
• Experience managing multi-station responsibilities or working in a complex operational environment.
• Proven track record of driving operational performance and Customer experience improvements.

KEY METRICS FOR SUCCESS:

• Achieve on-time performance (D:0 / A:14) and completion factor goals for HVN and BDL.
• Maintain Customer satisfaction scores (NPS) at or above company target and keep DOT complaint levels below industry average.
• Keep mishandled baggage rate (MBR) within target thresholds.
• Ensure 100% compliance with FAA, TSA, DOT, and ADA/CRO requirements.
• Foster Crewmember engagement and retention while providing consistent coaching and performance feedback.

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate. (e.g., emergencies, changes in workload, etc.)

Avelo is an Equal Opportunity Employer