Manager Guest Empowerment Support

Summary

Join Breeze Airways as a Manager, Guest Empowerment Support, and play a key role in shaping the contact center's digital-first guest communication strategy. You will oversee remote teams, establish guidelines and processes, and ensure appropriate staffing. This leadership position requires a blend of tactical execution, operational work, and strategic planning. Responsibilities include hiring and developing team members, partnering with internal stakeholders, setting service standards, and managing the department budget. Success in this role demands strong leadership, customer service, and communication skills.

Requirements

• Customer Service Experience 5+ years
• Leadership Experience 3+ years
• Leadership experience with teams on digital, in-person, or telephone communication
• Experience growing and developing a team in line with business needs
• Bachelor’s degree or equivalent experience in a customer service role
• Type minimum of 60 WPM
• Ability to pass a skills assessment test
• Must have authorization to work in the US as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age

Responsibilities

• Play a role in the hiring of Guest Empowerment Support Supervisors and Team Members to ensure culture and value fit
• When warranted, action the separation of unsatisfactorily performing Team Members in cooperation with People Services
• Play a role in the development of Guest Empowerment Team Members to encourage high performance and individual growth, in alignment with Breeze’s cultural values and the needs of the contact center
• Partner with internal departments and stakeholders to continuously improve the Guest experience
• Set a standard of service that matches the Excellence value
• Identify and implement success metrics for the contact center
• Maintain and increase job knowledge by studying new product opportunities and embracing educational opportunities
• Share responsibility for managing department budget and cost control measures
• Other Guest support and service functions as needed
• Achieve performance measures and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity and Excellence

Preferred Qualifications

• Master’s degree
• Experience with implementing PSS and/or Omni-Channel contact center software
• Bi-lingual (English and Spanish)
• Experience with Navitaire and/or Gladly systems administration
• Experience in Program or Project Management
• Willing to learn and adhere to company values and vision
• Proven history of excellence in customer service
• Demonstrated critical-thinking, decision-making, problem-solving, reasoning, and multi-tasking skills
• Familiarity with implementing PSS or parts of a PSS suite
• Professional written and verbal communication skills
• Strong attention to detail
• Ability to set priorities in a fast-paced and ever-changing environment
• Proficiency in Microsoft Office Suite
• Physical ability to lift 50 pounds at times

Benefits

• Health, Vision and Dental
• Health Savings Account with Breeze Employee Match
• 401K with Breeze Employee Match
• PTO
• Travel on Breeze and other Airlines too!