Guest Operations Analyst

Working at Breeze Airways is an exciting endeavor and a serious commitment to bring “The World’s Nicest Airline” to life. We work cross-functionally with truly awesome Team Members to deliver on our mission: “To make the world of travel simple, affordable, and convenient. Improving our guests travel experience using technology, ingenuity and kindness.”

Position Summary - Join us!

The Guest Operations Analyst serves a critical function within the daily operation to manage recovery for our Guests on a large scale. This role is responsible for sending flight-level notifications regarding disruptions. They issue compensation during flight disruptions and leverage critical thinking to accommodate and, in some cases, compensate our traveling guests during irregular operations. They proactively address issues for stations at a flight and individual Guest level. The Analyst works with stations and the IOCC during real-time events to provide scalable solutions to recovery. They are responsible for keeping the IOCC and Guest Empowerment Teams informed during disruptions, including advising of disruptions for staffing, and informing of fare increase waivers. They liaise with other internal teams during events impacting guests and contribute to ensuring an excellent Guest experience.

Here's what you'll do

• Send standard and ad-hoc communications regarding all types of disruptions
• Issue compensation at a flight level
• Exercise decision-making in non-standard disruptions at a flight level for both notifications and compensation
• Provide regular reporting on disruptions
• Facilitate recovery plan with the Guest Empowerment Team on disruptions
• Update Teams with various workgroups on what actions are needed to recover from disruptions
• Proactively address Guest issues prior to arrival at the airport (this can include managing equipment swaps, triggering cancellation notifications and self-service, updating systems to provide accurate info, etc.)
• Be responsible for identifying and creating the most efficient and effective processes for IROPs handling
• Achieve performance measures and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity, and Excellence
• Other tasks as needed and assigned by the Guest Operations Manager

Here's what you'll need to be successful

Minimum Qualifications

• High school diploma or equivalent educational achievement
• 3+ years previous airline experience
• Experience with multi-channel platforms
• Skills within Microsoft office including Excel, PowerPoint, and Teams
• Demonstrated critical thinking skills
• Invested in positive work relationships, particularly with peer group
• High performance orientation, ability to work well under pressure, prioritize projects, meet deadlines, and maintain flexibility
• Strong attention to detail, organization, and time management skills
• Self-starter must have a positive attitude and strong desire for success
• Complete projects on time with minimal supervision
• Ability to work varied hours when necessary to meet deadlines

Preferred Qualifications

• 4-year degree or equivalent work experience
• Experience with Navitaire
• Experience with Gladly
• Experience connecting with Guests in asynchronous channels
• Computer science background and experience writing code (R, Python, SQL)

Skills/Talents

• Must be able to work from HQ
• Must be available to work evenings, weekends, and holidays
• Able to work additional hours during large-scale disruptions
• Believe we succeed better as a team than with individual efforts alone
• Exemplifies Breeze’s safety culture, values, and mission
• Excellent oral and written communication skills
• Excellent problem-solving skills
• Ability to work with individuals and teams at all levels in the organization

Perks of the Job

• Health, Vision and Dental
• Health Savings Account with Breeze Employee Match
• 401K with Breeze Employee Match
• 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. To ensure you are applying to an actual Breeze Airways posting, please apply online at www.flybreeze.com  then click “Careers” at the bottom of the page.