Duty Station Manager

PURPOSE OF THE JOB

The Duty Station Managers (DSM) role is to ensure a safe, efficient, and on-time operation of Air France and KLM flights while maintaining the highest levels of customer satisfaction. The DSM is responsible for supervising and coordinating activities of (third party) ground staff, cabin crew, airport personnel, partner airlines, and other stakeholders to ensure seamless operations. The DSM also serves as a liaison between the airline, other departments, airlines, and airport authorities to ensure effective communication and collaboration. The ultimate goal of the Duty Station Manager is to maintain a safe, secure, on-time and customer-friendly operation, meeting the needs of our customers, staff and other stakeholders.

KEY RESPONSIBILITIES

• Ensure all flights operate safely, securely, and on time with a high level of customer service
• Monitor and manage daily operations to ensure compliance with regulations and company policies
• Communicate effectively on relevant matters with station manager, regional management, area management, airport authorities, ground handler and partner airlines as required
• Coordinate with other departments, including flight operations, maintenance, and ground handling, to ensure smooth and efficient operations
• Ensure compliance with safety, security, and environmental regulations and standards
• Execute stations internal audits using AGOA, iAuditor & MESUR tools
• Assign and follow up on corrective actions for external and internal audits
• Implement the "We Care For Our Customers" service program towards internal and external staff
• Provide leadership and guidance to ground and cabin crew, airport personnel, and other stakeholders
• Manage and resolve customer complaints and issues in a customer centric way
• Prepare, execute and follow-up handling of VIP / CIP / La Premier (First Class) passengers
• Develop and implement operational plans, schedules, and procedures
• Manage and track performance metrics, including on-time performance and customer satisfaction
• Ensure timely and accurate reporting of station activities and performance to senior management
• Respond to emergency situations, including safety and security incidents
• Assist the station manager with invoice approvals as well as budget preparation and cost analysis
• Substitute for station manager in case of absence

JOB REQUIREMENTS

Knowledge, learned disciplines, experience

• Bachelor's degree in aviation management, business administration, or a related field
• Minimum of 3 years of experience in airline operations, including at least 1 year in a supervisory role
• Strong leadership, communication, and problem-solving skills
• Knowledge of aviation regulations, safety standards, and security procedures
• Ability to work under pressure and handle multiple tasks simultaneously
• Strong customer service orientation
• Proficiency in Microsoft Office and other relevant software
• Willingness to work flexible hours, including evenings, weekends, and holidays
• Ability to travel domestically and internationally as needed
• Proficiency in English and local language is essential, French and/or Dutch is an advantage.

Competencies

• Safety Awareness
• Customer Focus
• Communication
• Decisiveness
• Initiative
• Stress tolerance
• Building and maintaining relationships
• Analytical skills
• Persuasiveness

Training Program

• Dangerous Goods
• Safe and Swift / Human Factors
• Competitive Law Compliance
• Preventing Bribery and Corruption
• Alert 1 / Alert 2
• LERAP table-top exercise
• SMS / ISMS
• GDPR
• Security (local airport training)

At Air France-KLM, we are an equal opportunity employer. The Group is committed to combating all forms of discrimination and promoting equal opportunities in our hiring practices and throughout the employee journey. We strive to promote diversity as reflected in society, and to ensure equal opportunities among all staff.

We regret to inform you that only shortlisted applicants will be contacted. Thank you for your interest in Air France KLM.