How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
At Delta, operational excellence is built on safety, accountability, care, and strong partnership. As an Operations Service Manager (OSM), you will help lead Airport Customer Service (ACS) teams and partners in delivering a safe, secure, reliable, and customer-focused operation. This is a critical leadership role for someone who can bring sound judgment, calm execution, and high standards to both day-to-day operations and non-routine situations.
The OSM helps set the tone for how the station operates by aligning frontline execution, partner coordination, and operational discipline with Delta's expectations for performance and service. This role requires a leader who can build trust, communicate clearly, and lead with consistency across a broad range of operational priorities.
Key Responsibilities
- Lead and support ACS personnel, business partners, and vendor teams in operational activities and non-routine situations
- Oversee operational performance across safety, security, on-time departure performance, customer service delivery, and IROP response
- Coordinate station execution to ensure a high standard of operational performance and customer experience
- Serve as a trusted liaison between Delta, business partners, vendors, and local authorities within the station
- Represent Delta in internal and external meetings with professionalism and sound operational judgment
- Deliver distinctive, thoughtful service while reinforcing Delta's brand standards
- Set clear performance expectations and lead teams through change, innovation, and adoption of new policies and procedures
- Promote teamwork and shared accountability across business partner and vendor workgroups and leadership teams
- Manage multiple operational priorities at once while maintaining focus, coordination, and follow-through
- Develop strategic and tactical plans that strengthen safety, support employee wellbeing, and reinforce a safety-conscious environment
- Uphold compliance with regulatory requirements and maintain strong operational standards
- Champion continuous improvement in service delivery and station execution
- Build strong working relationships across the airport team and maintain effective communication with Delta leadership and peers
- Manage emergency response planning and operational activation as required
- Support employee evaluations, coaching, and development
- Complete and forward operational statistics, reports, inventories, passenger complaint responses, and insurance claim documentation to the Station Manager and appropriate departments
What You Need To Succeed (Minimum Qualifications)
- Strong operational leadership capability in a fast-paced airport environment
- Sound decision-making and the ability to stay steady in complex or high-pressure situations
- Strong communication skills and the ability to influence across frontline teams, business partners, and authorities
- Strategic thinking paired with strong execution and follow-through
- Strong analytical, organizational, and administrative skills
- Ability to manage competing priorities across multiple operational areas
- Commitment to safety, compliance, and delivering a high-quality customer experience
- Ability to build collaborative, respectful, and productive working relationships
- A leadership style that reflects accountability, resilience, care, and servant leadership
- Consistently prioritizes safety and security of self, others, and personal data.
- Embraces diverse people, thinking, and styles.
- Possesses a high school diploma, GED, or high school equivalency.
What Will Give You a Competitive Edge (Preferred Qualifications)
- Four-year college degree in business management or a related field, or equivalent experience.
- Minimum of three years of experience in operational leadership roles.
- Working knowledge of airport operations, preferably within an airline environment.
