Manager, Flight Attendant Performance and Support

Overview

The Manager, Flight Attendant Performance and Support leads the consistent administration and governance of Flight Attendant performance processes, investigations, Section 3 meetings, case management, and centralized operational support provided by the Inflight Duty Operations Coordinator team. This role provides leadership and oversight to help ensure performance matters are handled objectively, consistently, promptly, confidentially, and in accordance with company policies, applicable collective bargaining agreement requirements, and established Inflight procedures. The Manager leads the Flight Attendant Performance Specialist and Inflight Duty Operations Coordinator teams and partners closely with Inflight Operations, Human Resources, Labor Relations, and Base leadership.

Responsibilities

• Serve as the primary authority for systemwide governance and centralized administration of Flight Attendant performance processes, ensuring consistent interpretation, documentation, escalation, and application across investigations, Section 3 meetings, and case management.
• Provide leadership and oversight for the timely, consistent, and accurate processing of Flight Attendant grievances in accordance with the applicable Collective Bargaining Agreement (CBA), company policies, and established labor-relations procedures.
• Lead, coach, and develop assigned Flight Attendant Performance Specialists and Inflight Duty Operations Coordinators; establish clear performance expectations and accountability standards.
• Establish consistent standards for administration, documentation, tracking, escalation, and resolution of Flight Attendant performance matters across all bases.
• Ensure investigations are objective, thorough, appropriately scoped, completed within established timeframes, and supported by relevant documentation.
• Assign investigative and case-management work based on volume, complexity, urgency, and operational needs.
• Review investigation findings, summaries, and supporting materials for completeness, factual accuracy, objectivity, consistency, and appropriate escalation.
• Lead the consistent administration and governance of the Section 3 process, including preparation, scheduling, documentation, tracking, follow-up, and closure, in coordination with Labor Relations, Human Resources, Inflight leadership, and other appropriate stakeholders.
• Partner with Base Managers and Inflight Operations leaders to coordinate matters requiring formal review, clarify responsibilities, and support timely follow-up.
• Provide people leadership and administrative oversight for the Inflight Duty Operations Coordinator (IDOC) team, including staffing, scheduling, training, performance expectations, documentation standards, handoff expectations, and backup coverage.
• Partner with the Senior Manager, Inflight Operations to establish IDOC operational priorities, escalation protocols, service expectations, and decision-making authority.
• Coordinate with Association of Flight Attendants (AFA) representatives in accordance with the collective bargaining agreement, established company processes, and guidance from Labor Relations.
• Monitor open investigation volume, case aging, Section 3 activity, closure status, recurring themes, base-to-base trends, IDOC event volume, escalation trends, and workload distribution.
• Identify recurring or systemic performance trends and provide data-informed insights and process-improvement recommendations to Inflight leadership.
• Maintain confidentiality regarding Flight Attendant performance matters, investigations, employee information, and related documentation.
• Perform additional duties as assigned.

Other Duties

• Other duties as assigned

Supervisory Responsibilities

• Provide direct supervision, leadership, and coaching to a team of Inflight Duty Operations Coordinators and Flight Attendant Performance Specialists.
• Responsible for employee development, training, and operational readiness within the team.

Competencies Required

• Ethics and Values - Serves as a champion to employees and projects that are beneficial to the company. Displays courage and willingness to take an unpopular stance to make positive long-term progress for individuals and the organization.
• Knows Our Business - Looks for ways to improve our success operationally and through people. Understands how all aspects of the business operate in a systemic way. Technically and professionally skilled to do the job at a high level of accomplishment.
• Builds Trust and Decision Making - Models honesty and open communications in large group meetings. Responds to challenge in a positive way 6 sees as an opportunity to learn new perspectives and perhaps improve the organization.
• Drive for Results by Inspiring Others - Builds passion and enthusiasm for the organizations mission. Identifies measurements that will drive long term positive results, and shares the rationale, thus engaging the organization.
• Know Your Team and Leading People - Inspires organization to build effective work relationships that are based on strengths and focused on achieving organizational goals, understanding and utilizing each team members interests and development goals. As a leader, proactively sees opportunities for talented and diverse staff to work with upper leadership to promote development and results.

Qualifications

Required:

• Bachelor's degree in business administration, human resources, aviation management, organizational leadership, industrial relations, or a related field, or an equivalent combination of education and relevant experience.
• Five years of progressively responsible experience in airline operations, inflight operations, employee relations, performance management, investigations, labor relations, or a related operational environment.
• Two years of leadership or people-management experience, including responsibility for coaching, employee development, and performance expectations.
• Demonstrated experience conducting, overseeing, or supporting employee investigations, fact-finding, performance-management processes, or other sensitive employee matters.
• Demonstrated ability to assess complex employee, operational, and safety-related situations, exercise sound judgment, and make timely decisions in a fast-paced, safety-sensitive environment.
• Working knowledge of Flight Attendant operations, frontline leadership processes, employee-performance management, investigative practices, and case-management standards.
• Ability to interpret and consistently apply company policies, procedures, work rules, established processes, and applicable collective bargaining agreement requirements.
• Strong investigative, analytical, critical-thinking, problem-solving, and decision-making skills.
• Strong written and verbal communication skills, including the ability to prepare clear, factual, objective, and well-organized documentation.
• Ability to handle confidential and sensitive employee information with discretion and sound judgment.
• Strong organizational, case-management, workload-management, and project-management skills.
• Ability to analyze operational and employee-performance data, identify trends and root causes, and develop actionable recommendations.
• Demonstrated ability to lead process improvements, influence cross-functional stakeholders, and drive adoption of standardized practices across geographically dispersed operations.
• Ability to lead and develop employees and collaborate effectively across organizational boundaries.
• Ability to recognize matters requiring escalation and engage Human Resources, Labor Relations, Inflight leadership, or other appropriate stakeholders.
• Ability to meet all applicable company employment requirements.

Preferred:

• Experience working in a unionized environment, partnering with Labor Relations and Human Resources, or applying collective bargaining agreement provisions.
• Working knowledge of Flight Attendant collective bargaining agreement processes, including Section 3 meetings and related requirements.

Work Environment & Physical Demands

• Office-based work in a time-sensitive, 24/7 airline operational environment.
• Requires regular collaboration with Inflight Operations, Base leadership, Human Resources, Labor Relations, and other cross-functional partners.
• Ability to work evenings, weekends, and holidays; and respond to time-sensitive matters as operationally required.
• May require occasional travel to bases, training locations, meetings, or other operational sites.

What We Offer

Providing world-class service to our customers starts with providing world-class benefits to our employees. Endeavor Air employees receive a competitive total compensation package which includes a variety of benefits to choose from and some of the best perks around.

• Free or reduced-rate travel privileges on Delta Air Lines and 80+ air carriers worldwide for employees and eligible family members.
• Comprehensive Medical, Dental, and Vision Plans.
• 401(k) with Company Match starting on Day 1.
• Operational Performance Rewards (OPR) Program.
• Life and AD&D Insurance, Short and Long-term Disability, Flexible Spending Accounts (FSA), and voluntary supplementary benefit options.

FLSA StatusSalary Minimum Position Pay RangeUSD $75,700.00/Yr. Maximum Position Pay RangeUSD $90,800.00/Yr. New York City 30% Cost of Living Adjustment (COLA) EligibleNo