Operations Service Manager

Job title: Operations Service Manager

Location: Manila, Philippines

Department: Airport Customer Service

Date: 18-Sep-2026

Ref #: 34163

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

The Operations Service Manager directs and supports Airport Customer Service (ACS) personnel in all operational-related activities and non-routine situations. The OSM will support all airport operations as it implements ACS processes, projects, and initiatives related to Delta's business partners. The position also provides oversight for all transfer customer and baggage activity to ensure seamless connections through close coordination and communication with all interline partners and other stakeholders.

Aside from on-the-job training of all check-in, ticketing, gate, operations personnel, and transfer coordinators, support for all problem-solving and technical issues, the OSM monitors all contractor activities. This position supports the Station Manager in all administrative duties, which may also include budgeting, cost control, invoice processing, operational and personnel-related paperwork, and file management.

Additional responsibilities include:

• Responsible for making critical decisions affecting the station’s current operations and acts as the primary point of contact for the PCC/OCC. Communicates information to relevant departments regarding gate changes, aircraft changes, cancellations, and all other issues impacting the station’s flight schedule.
• Reconciles all delay codes called into question to support continuous improvement and meaningful follow-up.
• Monitors and supports all employee activities, both ACS above and below wing, especially those closer to the aircraft, including, but not limited to, safety, security, and local/technical compliance.
• Performs daily flight observations/audits around the aircraft during the flight arrival and departure process, which requires patrolling various operational areas, including the terminal, ramp, passenger cabin, cargo hold compartments, and baggage room during live flight activity.
• Responsible for the leadership and implementation of safety initiatives, on-time operational performance, customer service initiatives and programs, baggage services initiatives, IROP management and recovery plans, along with other strategic initiatives.
• May also be responsible for maintaining relationships with local government agencies and other contract services that support the successful execution of operational performance.
• Additional job functions as assigned depending upon workload demand and operational needs. Supports corporate, US regulatory, and/or local government audits, observations, or inspections when needed.
• Measures performance, analyzes, completes, and forwards statistical data, reports, inventories, and passenger complaints.
• Supports Delta's leadership values and maintains communication and coordination channels with Delta leadership, peers within and outside the station, staff, and contractor leaders to maintain awareness of and compliance with Delta and local airport procedures and regulations, with particular attention to safety and security matters.
• Responsible for maintaining Delta Customer Service standards and keeping the frontline group up to date and motivated.
• Manages the performance of the dedicated Red Coats from the business partner.
• Identifies problems and opportunities, gathers data, explores solutions, and takes action to achieve goals. Provides implementation support and pursues continuous improvement.
• Responsibilities may include ordering supplies and maintaining equipment, facilities, and buildings, as mandated and in coordination with the Station Manager.
• Continued training and development in building leadership capabilities is expected.

What you need to succeed (minimum qualifications)

• Minimum of 2 years extensive leadership experience in the Airport Customer Service operations or equivalent experience required
• Must be capable to work under high pressure environments
• Must be able to handle conflicts and de-escalate hostile situation and achieve the best outcome at all times
• Must be able to anticipate roadblocks and plan appropriately to mitigate risks
• Must possess excellent critical thinking and decision-making, as well as multi tasking
• Must be flexible to work extended hours in a constantly changing environment and manage a 7/days operation with varying shifts, and on call requirements, including weekend shifts and public holidays
• Must be willing and able to travel, both domestic and international per company business, operational, or training requirements
• Must possess strong customer service skills and focus.
• Must possess strong English written and verbal communication, including platform/presentation skills.
• Must be approachable and have interpersonal skills that foster trust and respect.
• Must be able to balance multiple priorities within established time constraints.
• Must exhibit strong organizational skills and the ability to delegate responsibility to direct reports/contractor staffs.
• Must possess valid documents to work and reside in the Philippines.
• Must be performing satisfactorily in current position.
• Must practice safety-conscious behaviors in all operational processes and procedures
• Ability to leverage data and analytics to drive operational decisions and continuous improvement
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces diversity in people, thinking, and styles

What will give you a competitive edge (preferred qualifications)

• Three years of ACS experience in operations and customer service.
• Knowledge of Deltamatic and other relevant airport technology is preferred.