Delta Airlines

Germany, Munich

Airport Customer Service

11-Jun-2025

Ref #: 28709

LinkedIn Tag: #LI-BM4

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

Thank you for your interest in the Operations Service Manager position in Munich, Germany.

Job Overview & Key Responsibilities:

• The Operations Service Manager "OSM" directs and supports Airport Customer Service "ACS" personnel in all operational-related activities and in non-routine situations.
• This position provides strong leadership to vendor and partner employees, front line and operations teams.
• Oversees and coordinates operational performance, including safety, on-time departure (D-Zero), security and customer service delivery.
• Has to be strong in all operational-related activities and in their organization and coordination (including Catering, Fueling, Maintenance, Ramp & Passenger Service activities as well as
• Security, Safety and high customer quality service delivery) as well as in non-routine situations.
• Serve as an effective operational liaison between Delta and all contracted Business Partners within a station.
• Ensures delivery of distinctive and thoughtful customer service.
• Must be a key communicator, have the ability to set strong performance standards and lead business partner and vendor work teams through change, innovation and acceptance of new policies and procedures; he/she has to be strategic in thought processes and show strong decision-making attitude.
• Has to be efficient in building relationships with business partners, vendors, government agencies and local authorities to drive consistent positive business results and must be able to attend management level meetings in this respect.
• Promotes team building with business partners and vendors work force and leadership. He/she has to show strong analytical, organizational and administrative skills and be able to multi-task and to focus on different priorities in different operational areas at the same time.

Additional Duties Include:

• Completes and forwards statistics, reports, inventories, passenger complaints and insurance claims responses to Station Manager and appropriate departments.
• Keeps communication and coordination channels with Delta management, peers within and outside the station in order to keep awareness of Delta and local airport procedures (with particular attention to safety/security matters).
• Initial emergency response activation. Supports employee evaluations and employee development. Performs all managerial tasks and functions.
• Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being. All domestic frontline scale positions and all merit positions with no direct reports must include the following statement at the end of the
• Practices safety-conscious behaviors in all operational processes and procedures.
• Develops both strategic & tactical plans that create a safety-conscious environment resulting in employee safety & well-being.

What you need to succeed (minimum qualifications)

• Fluent in English and German (written and oral).
• Must have current work authorization to live and work in Germany at the time of application. DELTA DOES NOT SPONSOR
• Flexibility in shifts coverage (long hours, depending on operational needs) and in accepting the operational needs of a very small team.
• Efficient in Outlook, Excel, and PowerPoint and show strong self-starter as well as pro-active problem-solving skills.
• Applicant should be proficient in the Microsoft Office Suite of applications.
• The ability to manage multiple projects or tasks and provide reliable, high-quality results under stressful situations in a fast-paced environment required.
• Must be comfortable working with highly sensitive and confidential information and materials.
• Must be able to communicate clearly, both verbally and in writing.
• Must be comfortable communicating to all levels of people - both internal and external
• Must be performing satisfactorily in current position.
• Sufficient knowledge of cargo/operations activities and requirements so as to be able to serve as a liaison with Business Partner Cargo/Operations departments and be able to guarantee safety/security and quality compliance in station.
• Efficiency in coordinating FAA/TSA, local CAA and Corporate Quality Audits by guaranteeing the operation is compliant in all aspects and the Business Partners are following DL requirements.
• Efficient in administrative skills like invoice handling/processing and approval, minor contracts handling, material ordering and follow-up as well as timely prompt information sharing with all Business Partners.
• He/she has to support the Station manager in other administrative duties like budgeting, cost control and personnel-related paperwork.
• Ability to speak in public and deliver local trainings / motivational briefing sessions to Business Partners work force teams and leaders.
• Provide tactical support including working with airlines partners to identify and consolidate any local processes seams or identify and solve any local operational issues.
• He/she has to have ability to handle logistics in case of IROPs for customers/crew or DL employees assisting with IROPs or visiting the station (hotel accommodation, ground transportation/scheduling)
• He/she has to demonstrate positive willingness to accept and coordinate/handle (beside the daily operational/administrative tasks) any ad hoc requests delegated to them as they arise, showing an effective time-management.
• Completes and forwards statistics, reports, inventories, passenger complaints and insurance claims responses to Station Manager and appropriate departments.
• Keeps communication and coordination channels with Delta management, peers within and outside the station in order to keep awareness of Delta and local airport procedures (with particular attention to safety/security matters).
• Coordinates in the case of emergency situations in support of, or in the absence of, the Station Manager.
• Supports the Station Manager with employee evaluations and employee development. In the absence of the Station Manager, the OSM performs all managerial tasks and functions.
• Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.

What will give you a competitive edge (preferred qualifications)

• Strong knowledge of OSS, RES and SNAPP systems
• Experience in airport Above and Below Wing preferred. - Applicant should have good analytical skills and deductive reasoning skills.

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