Operations Analysis and Performance Manager, Airport Customer Service Performance Analytics

The Operations Analysis and Performance Manager has overall responsibility for the accurate and timely measurement of performance within the ACS (Airport Customer Service) division to include, operations, customer service, safety & security, and financial performance.

Key areas of focus include

Leading a team comprised of business analysts and program managers that is responsible for identifying and leading strategy and implementation of business intelligence tools that help to improve operational performance and customer satisfaction. Examples of work scope include, supporting automation and maintenance of monthly performance scorecards, managing definition and integrity of key performance indicators, managing data design and delivery processes within ACS.

Provide analytical support from which leaders can draw meaningful conclusions, allowing them to make data driven decisions and understand drivers of operational performance.

Oversee a proactive customer survey program and derive meaningful information from customer feedback

Identify opportunities to create new metrics, tools, or reporting that support continuous improvement within Delta’s operations.

Ensure inclusion and alignment of legacy data sources in ACS reporting environment with particular focus on business rule development, data mapping and data element equivalencies, storage requirements, relational table or dataset layout and documentation.

Provide training and mentoring to team members and internal customers to insure ACS key knowledge processes, skill sets and capabilities are maintained, documented and perpetuated long term.

Educate internal customers on analytical methods and interpretation of data.

Practice safety conscious behaviors in all operational processes and procedures.

Develop and coach team members to grow them in their career.

Requirements

Master’s degree in Operations Research, Mathematics, Engineering, Statistics, Finance, Business Administration, Computer Science or related quantitative field, and 2 years of experience in performance analytics, OR Bachelor’s degree in Operations Research, Mathematics, Engineering, Statistics, Finance, Business Administration, Computer Science or related quantitative field, and 5 years of experience in performance analytics.

Prefer experience in airline industry metrics, airline processes including application of statistical measures to measure airline or airline supplier performance.

Experience forecasting analysis and building financial models, using database systems and statistical software, and building database queries, building pivot tables, and developing macros.

Prefer experience coaching and leading teams.