Job Description/Specification:
We are seeking an experienced Air Cargo Service Delivery Manager to manage service delivery and customer relationships across strategic cargo accounts. The role will serve as a key link between the airline and its cargo customers, ensuring operational performance, service quality, and timely resolution of customer concerns.
The successful candidate will combine strong air cargo operations, customer relationship management, stakeholder coordination, and performance management skills to deliver reliable and customer-focused cargo services in a fast-paced aviation environment.
Key Responsibilities
Customer & Account Management
- Act as the primary operational contact for strategic cargo customers.
- Build and maintain strong, long-term customer relationships.
- Understand customer requirements and ensure service expectations are consistently met.
- Manage customer escalations and coordinate timely resolution of service issues.
- Maintain regular communication with key customers and internal stakeholders.
Cargo Service Delivery
- Monitor end-to-end cargo service delivery and operational performance.
- Coordinate with cargo operations, ground handling, warehouse, freight forwarding, and other relevant teams.
- Ensure shipments are processed in accordance with agreed service standards and operational procedures.
- Identify service gaps and implement corrective actions to improve customer experience.
- Support continuous improvement of cargo service processes.
Performance & KPI Management
- Monitor operational and customer service KPIs.
- Analyze performance data to identify trends, risks, and improvement opportunities.
- Prepare regular performance reports and customer updates.
- Track service issues, corrective actions, and resolution timelines.
- Provide management with insights on customer performance and operational challenges.
Stakeholder & Issue Management
- Coordinate cross-functionally to resolve shipment and service-related issues.
- Work closely with internal teams to ensure operational alignment and timely execution.
- Manage multiple priorities and escalations in a high-volume environment.
- Support the implementation of service improvement initiatives.
- Ensure compliance with applicable cargo procedures, regulations, and industry best practices.
Minimum Requirements
Education
- Bachelor's Degree in Logistics, Supply Chain Management, Aviation, Business Administration, or a related field.
Experience
- Minimum 8–10 years of experience in air cargo, aviation, freight forwarding, logistics, or service delivery operations.
- Proven experience in customer-facing operational roles.
- Strong experience managing strategic customers and multiple stakeholders.
- Experience handling customer escalations and operational issue resolution.
- Good understanding of air cargo operations, shipment processes, and service delivery standards.
Preferred Skills
- Knowledge of air cargo regulations, industry standards, and operational best practices.
- Strong understanding of cargo and supply chain processes.
- Advanced customer relationship and stakeholder management capabilities.
- Strong analytical and reporting skills.
- Proficiency in Microsoft Excel, PowerPoint, and operational reporting tools.
- Ability to work effectively in a fast-paced, customer-focused aviation environment.
- Excellent written and spoken English.
Core Competencies
- Air Cargo Operations
- Customer Relationship Management
- Strategic Account Management
- Service Delivery Management
- Stakeholder Management
- Operational Performance Management
- KPI Analysis & Reporting
- Escalation Management
- Problem Solving
- Decision Making
- Communication
- Cross-Functional Collaboration
- Continuous Improvement
- Customer Experience
Ideal Candidate
The ideal candidate is an experienced air cargo or aviation service delivery professional with a strong customer focus and the ability to manage complex operational requirements. You should be confident dealing with senior customers and internal stakeholders while using operational data and KPIs to identify issues, improve service performance, and strengthen long-term customer relationships.