Solutions and Recovery Supervisor

Description

Job overview and responsibilities

This position will provide day-to-day operational execution of customer recovery planning during irregular operations and will be the focal-point position for solutions -based customer recovery efforts to provide a seamless experience during all aspects of customer and or flight disruption is critical to our overall customer experience and the efficiency in which we operate. Due to the inherent complexity of customer and flight disruptions including IRROPS, no one area of the company is focused on the overall planning, measurement and operational coordination of this operating environment. As a result, we often treat customer and flight disruptions as an exception process as opposed to a core component of the operating environment.

• Customer-focused support for all stations involving customer and flight disruption such as diversions, extra sections, fuel stops and hold/no hold decisions
• Monitor flights for Oversales and weight restrictions
• Coordinate response with stations and document flights and hold seats out of inventory as necessary
• Proactive re-booking of customers during IRROPS
• Monitor Flight Monitoring Tool and VOLARE for each flight disruptions looking at downline connections, SSR (special service requests) and any connecting YPTA (young person traveling alone)
• Monitor and respond to messages
• Assist stations as needed with securing ground transportation, requesting hotels and providing meals to customers    
• Review and build crew booking requests from crew scheduling and Ops Managers
• Complete all required company training on time    

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or equivalent work experience
• 1+ years of prior operational experience
• Strong written and verbal communication skills
• Ability to interact professionally with personnel at all levels of the organization, external business partners, team members, and customers
• High standard for quality and attention to detail 
• Strong customer service mindset 
• Demonstrated multi-tasking ability, problem-solving, initiative, and superior decision-making skills 
• Keen ability to work independently and in a team setting
• Able to adapt to a fast-paced and rapidly changing environment
• Flexibility to work various shifts to support 24/7/365 operation (including overnight, weekend, holiday and overtime hours)
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification 
• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• Operations, Customer Service Experience or Revenue Management experience
• 3+ years of relevant experience
• Customer Service, Airport Operations
• Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them to support research, analysis, content creation, and problem-solving. Apply critical thinking to validate AI-generated outputs while adhering to organizational policies for responsible AI use, data privacy, and security.