Manager, Pacific Coordination Center

Manager, Pacific Coordination Center

Japan, Narita

Airport Customer Service

11-Sep-2026

Ref #: 34030

How you'll help us Keep Climbing (overview & key responsibilities)

Provides strategic leadership and operational oversight for the Pacific Coordination Center (PCC) and APAC operations. Establishes regional priorities, drives alignment with key stakeholders including the DL OCC, operational departments, station leadership teams, and JV partner Korean Air, while ensuring operational readiness, regulatory compliance, and business continuity across the region.

Leads the identification and mitigation of operational risks through data-driven analysis, strategic planning, and cross-functional collaboration. Oversees personnel, administrative functions, and continuous improvement initiatives to enhance operational performance, network reliability, customer experience, and organizational resilience.

KEY RESPONSIBILITIES

• Establish and communicate the strategic direction, priorities, and objectives for APAC operations and the PCC

• Evaluate regional operational risks, emerging trends, and performance opportunities, developing mitigation strategies and improvement plans to protect operational integrity

• Influence regional and corporate decision-making by providing operational insights, business recommendations, and subject matter expertise

• Sponsor and lead initiatives that improve operational performance, reliability, customer experience, efficiency, and network resilience

• Coordinate with Network Planning, operational departments, SkyTeam partners, and regulatory authorities to support IATA seasonal schedule submissions and secure required government approvals from MLIT

• Coordinate operational investigations related to flight irregularities and significant events in partnership with Flight Operations, Corporate Communications, and other stakeholders

• Support the preparation of official reports, regulatory submissions, and external communications as required

• Lead and develop PCC personnel through coaching, performance management, succession planning, and employee development initiatives

• Foster a positive, inclusive, and highly engaged team culture focused on safety, operational excellence, accountability, and collaboration

• Manage attendance, leave administration, workforce planning, and departmental administrative processes

• Maintain departmental records, operational documentation, and governance standards

• What you need to succeed (minimum qualifications)

• College degree or equivalent combination of education and relevant business experience

• Knowledge of APAC aviation environments, regulatory frameworks, and airport operations

• Extensive leadership experience in Airport Customer Service operations or equivalent airline operational leadership experience

• Strong knowledge of airport operations, including ramp operations, baggage handling, aircraft turnaround coordination, and operational recovery

• Demonstrated leadership experience in complex operational environments

• Experience leading regional operational teams or coordinating operations across multiple stations and stakeholders

• Proven ability to build high-performing teams, develop future leaders, and drive employee engagement and performance

• Strong commitment to continuous improvement and operational excellence

• Highly motivated and customer-focused with a strong service orientation toward both internal and external stakeholders

• Proven ability to communicate effectively and influence stakeholders at all organizational levels, including frontline employees, station leadership, and executive management

• Strong conflict resolution, collaboration, and relationship management skills

• Proven ability to anticipate operational risks, develop mitigation strategies, and drive effective solutions

• Strong analytical skills with experience utilizing operational performance data to identify trends, drive improvements, and influence business decisions

• Demonstrated ability to lead through ambiguity and effectively manage change

• Must be performing satisfactorily in current position

• Consistently prioritizes safety, security, and the protection of personal and company information

• Embraces diversity of people, perspectives, and working styles

• Must have authorization to work in Japan

• What will give you a competitive edge (preferred qualifications)

• Comprehensive understanding of DL operations, including customer service, network operations, flight operations, operations management, and customer recovery processes

• Experience working with aviation regulatory agencies, airport authorities, and international operational partners

• Experience with operational control, network coordination, or airline operations center environments is highly desirable