Manager Central Baggage Services

Already Part of Team Breeze? Current Breeze Airways Team Members should apply through the internal careers site in Workday and should not submit an application through this external posting. Breeze is hiring- join us! The Manager Central Baggage Services is responsible for leading Breeze Airways’ centralized baggage recovery and claims operation. This role owns the end-to-end process for delayed, damaged, pilfered, and lost baggage while driving improvements in Guest experience, operational performance, compliance, and cost. The Manager partners closely with Airport Operations, Guest Experience, Finance, Legal, Technology, and Business Partners to identify baggage trends, improve performance, and reduce mishandled baggage across the network. Here’s what you'll do - Central Baggage Operations - Lead the Central Baggage Services operation and team. - Oversee baggage tracing, recovery, delivery, claims, and Guest resolution. - Establish consistent standards and escalation processes across the network. - Ensure cases are properly investigated, documented, and resolved within established timelines. - Provide leadership and support during significant baggage disruptions and IROPs. - Claims & Guest Recovery - Own Breeze’s baggage claims and reimbursement processes. - Ensure consistent application of documentation, depreciation, compensation, and approval standards. - Provide direction on complex, high-value, or sensitive claims. - Ensure compliance with Breeze policies, Contract of Carriage, and applicable DOT requirements. - Balance effective Guest recovery with appropriate financial controls. - Network Baggage Performance - Monitor baggage performance and identify trends by station, route, and Business Partner. - Partner with Airport leadership to address recurring baggage failures and develop corrective actions. - Track key metrics including mishandled bags, recovery time, claims volume, claim cost, and delivery expense. - Conduct root-cause analysis and use data to identify opportunities for improvement. - Support initiatives that prevent baggage failures, including bag scanning, automation, and improved station processes. - Vendor & Financial Management - Manage baggage delivery, recovery, and other third-party vendors. - Establish expectations and monitor vendor performance, service levels, and costs. - Identify opportunities to reduce baggage-related expenses while maintaining a strong Guest experience. - Support budget planning and financial controls for baggage claims and services. - Leadership & Continuous Improvement - Lead, coach, and develop the Central Baggage Services team. - Establish clear productivity, quality, and Guest experience expectations. - Partner with Technology and Airport Operations to improve baggage tools, self-service capabilities, and automation. - Develop policies, training, and communication that drive consistent baggage handling and recovery across the network. - Serve as a subject matter expert for baggage recovery, claims, and related processes. Here’s what you need to be successful Minimum Qualifications - 3+ years of experience in airline operations, airport operations, baggage services, Guest recovery, or a related operational environment. - 2+ years of leadership or people-management experience. - Previous experience with baggage operations, baggage tracing, claims management, or Guest recovery strongly preferred. - Strong understanding of airline baggage operations and the Guest journey. - Knowledge of DOT baggage requirements and airline Contract of Carriage provisions preferred. - Experience managing operational performance, vendors, and financial results. - Strong analytical, financial, and problem-solving skills. - Ability to identify trends and translate data into operational improvements. - Ability to work effectively across multiple departments and external Business Partners. - Strong written and verbal communication skills. - Must have authorization to work in the US as defined by the Immigration Reform Act of 1986 - Must be at least 18 years of age Skills/Talents - Willing to learn and adhere to company values and vision - Proven history of impeccable customer service abilities - Communicate professionally verbally and in writing - Listening skills - Conflict resolution skills - Known as a “people person” - Attention to detail - Professionalism - Sets priorities and exercises good judgement - Proficient in Microsoft Office Suite - Exemplifies Breeze’s safety culture, values, and mission - Excellent problem-solving skills - Ability to work with individuals and teams at all levels in the organization - When working or traveling on Breeze flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft - Promote Breeze’s #1 value of safety as a Safety Ambassador, supporting Breeze’s Safety Management System (SMS) components, Safety Policy, and behavioral standards - Live and promote Breeze’s core Values and Vision Physical Demands & Working Conditions - Prolonged periods of sitting at a desk and working on a computer - Frequent use of hands and fingers for typing, handling documents, and operating standard office equipment - Occasionally lift and/or move up to 15 pounds - Occasional standing, walking, bending, and reaching within an office environment - Clear verbal and written communication, requiring adequate speech, hearing, and vision Perks of the Job - Health, Vision and Dental – Full Time - Health Savings Account with Breeze Employee Match - 401K with Breeze Employee Match - Generous PTO - Travel on Breeze and other Airlines too! Breeze Airways provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Breeze Airways will never request your Social Security Number, Driver’s License or Date of Birth on our job postings. Job Postings requesting any or all of this information should be regarded as a scam.