Endeavor Air

  • Program Manager, Inflight Employee Engagement and Communication

    Job Locations US-MN-Minneapolis
    Post Date 2 weeks ago(12/3/2018 2:18 PM)
    Requisition ID
    2018-1917
    Job Code
    INA0032
    # of Openings
    1
    Category
    Inflight
    Post End Date
    12/17/2018
  • About Us

    Endeavor Air, a wholly-owned subsidiary of Delta Air Lines, strives to operate the safest, most reliable jet air service in the regional airline industry. With its more than 4,400 employees working as one, Endeavor takes pride in delivering over 800 flights a day to more than 130 destinations across North America. Endeavor operates the world’s largest fleet of Bombardier CRJ-900 NextGen aircraft, as well as the CRJ-700 and CRJ-200 regional jets. With a growing fleet, five crew and 10 maintenance bases, and the goal of hiring hundreds of new employees to support its expanding network, Endeavor offers limitless potential for aviation professionals looking to start or continue their careers.

    Overview

    The Program Manager, Inflight Employee Engagement and Communication will develop and implement strategic programs and strategies to recognize Flight Attendants who successfully meet and exceed customer service performance metrics.  The Program Manager will also develop and implement strategies for effective communication between Inflight leadership and Flight Attendants. This position reports to the Manager, IFS Technology Stragegy.

    Responsibilities

    • Manage Flight Attendant recognition programs, providing performance based incentives recognizing Flight Attendants who meet specific customer service performance metrics.
    • Develop, execute and facilitate long- and short-term lnflight Services customer service strategies and programs.
    • Establish and conduct Flight Attendant focus groups as needed.
    • Collaborate with Corporate Communications on marketing and promotion of lnflight recognition programs, initiatives, and events.
    • Implement and promote new Delta Air Lines lnflight branding initiatives to Endeavor Air employees.
    • Create and publish employee communications, driving improvements in Flight Attendant performance and job satisfaction.
    • Research, develop, and implement new communication channels in new, innovative ways.
    • Identify when and how to engage Flight Attendants, anticipating their needs, addressing issues, and enhancing their internal customer experience.
    • Manage the Inflight Department memo life-cycle, including writing, distribution, and retirement.
    • Manage the online content of the Inflight Services web page of the Endeavor Air intranet, including the timeliness of new information and the removal of any that becomes outdated.
    • Monitor, communicate and partner with Analytics to continually define the Flight Attendant Customer Service performance data. Gather, analyze and research metrics in comparison with Delta Air Lines and other Delta Connection carriers.
    • Use data to analyze and drive recommendations and business decisions to continue to improve the Customer Survey Score Performance of Endeavor Air lnflight.
    • Can work on the aircraft, classroom, base and office environment.
    • Computer work, in a typical office environment, subject to critical deadlines. 
    • Other duties as assigned.

    Qualifications

    • Bachelor’s degree or a combination of education and related experience
    • 3 years of customer service experience management, brand management, marketing, retention marketing, or equivalent work experience
    • 2 years of experience in Inflight Services preferred
    • Knowledge of the Delta Air Lines and Endeavor Air brand preferred
    • Strong communication and writing skills and ability to work with all levels of an organization
    • Passion for and a knowledge of best-in-class customer experience
    • Advanced user of Microsoft Office software, specifically Word, Excel, Outlook, Publisher and PowerPoint
    • Ability to effectively to meet deadlines
    • Reliable and self-motivated
    • Analytical, interpretive and organizational skills
    • Position requires some physical exertion such as pulling, pushing, reaching, bending, standing, walking and light lifting of boxes, bags, files, etc. not in excess of 30 lbs.
    • Ability to withstand long periods of sitting.
    • Ability to work additional hours including evenings and weekends
    • Some travel required

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