Mgr Business Process Reporting & Technology Job

Essential Duties and Responsibilities:

• Develops and implements strategies for technology-driven business process improvement, leveraging automation tools and methodologies to streamline operations and enhance overall productivity and accuracy.


• Utilizes expertise in Python or a similar programming language to design, code, test and deploy automation solutions, reducing manual intervention and errors in critical processes.


• Main point of contact with Customer for any technology, reporting or process needs, developments or troubleshooting.


• Collaborates with stakeholders to understand business requirements and pain points, translating them into innovative technology solutions that address process bottlenecks and foster continuous improvement.


• Leads process mapping and re-engineering efforts, identifying opportunities for automation and integrating cutting-edge technologies to optimize workflows across the organization.


• Stays up to date with industry trends and emerging technologies, recommends and implements best practices and tools to drive efficiency and innovation within business processes.


• Collaborate with Customer Care managers to establish, record, and report performance metrics and key performance indicators (KPIs) to measure the impact of process improvements and automation initiatives, providing regular reports and insights to senior management.


• Collaborates with IT teams and vendors to assess, select, and integrate automation software and tools, ensuring seamless interoperability with existing systems and platforms.


• Fosters a collaborative and innovative environment that encourages knowledge sharing and skill development in technology-driven process improvement.


• Serves as liaison for Customer Care with global IT Development and Support


• Main point of contact with Paxia Product Management team for Customer Care and "Customer" business requirements, testing, and system implementations and upgrades.


• Coordinates with Customer Care Leaders and Customer for system and non-system related projects, including internal and Customer training requirements.


• Collaborates with management on data management coordination for all services including scheduling, menu, provision and activity specifications, invoicing, regular daily and ad-hoc reporting for Customer Care and/or external customer.


• Leads ad-hoc IT related projects/areas for Customer Care.


• Collaborates with the team responsible for the daily review, research and resolution of invoice discrepancies between customer and the supply chain participants.


• Assist Inflight Services management with the creation of Customer Care business cases and internal and/or customer related business process improvements.


• Oversight of Customer Care IFX4 system and training requirements to ensure expertise in 'end to end' workflows and ensure 'super-users' for the application(s) core to respective roles, including software update training.


• Oversees creation and maintenance of process documentation for workflows within Customer Care, with Customer(s), and/or technology support area. Communicate new/updated procedures.


• Develops and maintains a Customer Care Dashboard for in time performance monitoring.


• Performs special projects and other duties as assigned.


• Collaborates with Customer Care managers to develop and maintains an elearning system for training new hires and other elearning training programs.


• Responsible to learn the Menu, Invoice and Scheduling business and support team as needed in data entry and administrative tasks.

Qualifications

Education:

• Bachelor's degree is highly desirable.


• Certified in Project Management (PMP) and/or Technical Project Management, or significant progress in certification, is highly desirable.

Work Experience:

• At least three (3) years of progressively responsible professional experience in project management with a significant technological component, preferably in airline catering and/or related commercial/hospitality food service areas is required.


• Experience in 'Customer facing' interactions is required.


• Experience in using elearning platforms such as agility or LMS to develop elearning trainings.


• Experience participating in and leading teams and/or project implementations is required.


• Experience in managing multiple projects, shifting priorities and deadline pressure.


• Experience in managing multiple schedules, meetings, agendas, customer services.


• Must have a solid base of general IT, data management, business process flows.

Job Skills:

• Excellent listening, questioning and analytical skills along with the ability to remain calm under pressure & work in a concise, clear & focused manner.


• Willing to work flexible hours according to customer needs


• The ability to work effectively independently or within a team


• Proficiency with the Microsoft suite of applications


• Must be able to take a logical approach to problem solving


• Ability to learn and support new technologies


• Must be a team player with strong interpersonal skills


• Must have a superior customer service attitude


• Must have a "can do" attitude


• Ability to easily adapt to change


• Must provide professional and respectful customer service to both internal and external customers.


• Must be very detailed oriented with the ability to present at a concise manner to varying audiences

Communication Skills:

• Outstanding communication skills verbally and in writing.


• Ability to deal with all levels of internal and external customers.


• Group presentation skills.

Job Dimensions

Geographic Responsibility: NA Region

Type of Employment: Full-time.

Travel %: Up to 10%

Exemption Classification: Exempt.

Internal Relationships: Deal effectively with all levels of internal customers.

External Relationships: Customer, Paxia, and catering companies.

Work Environment / Requirements of the Job:

• Regular office environment.


• Work from home or hybrid work as permitted


• Regular and on-time attendance.


• Dynamic environment that at times requires urgency


• Willing to work extended hours to support critical business projects or tasks.

Budget / Revenue Responsibility: USD

Organization Structure

Direct Line Manager (Title): Senior Manager, Inflight Services.

Dotted Line Manager (Title, if applicable): NA

Number of Direct Reports: Zero (0)

Number of Dotted Line Reports: Zero (0)

Estimated Total Size of Team: Four (4).

gategroup Competencies Required to be Successful in the Job:

• Thinking - Information Search and analysis & problem resolution skills


• Engaging - Understanding others, Team Leadership and Developing People


• Inspiring - Influencing and building relationships, Motivating and Inspiring, Communicating effectively


• Achieving - Delivering business results under pressure, Championing Performance Improvement and Customer Focus

Demonstrated Values to be Successful in the Position

Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:

• We treat each other with respect and we act with integrity


• We communicate and keep each other informed


• We put our heads together to problem solve and deliver excellence as a team


• We have passion for our work and we pay attention to the little details


• We foster an environment of accountability, take responsibility for our actions and learn from our mistakes


• We do what we say we will do, when we say we are going to do it


• We care about our coworkers, always taking an opportunity to make someone's day better

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. gategroup reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. Candidates may be required to go through pre-employment drug screen, criminal check and/or airport fingerprinting.

gategroup - an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.