Senior Coordinator, Pilot Assist

About the job

How you'll help us Keep Climbing (overview & key responsibilities)

The Pilot Assist team is seeking a customer service focused professional to provide chat, case, phone, and walk-in support for Flight Operations. This dynamic 24/7 team is responsible for various administrative and operational tasks each day, especially during Irregular Operations (IROPs). Pilot Assist team members manage multiple complex issues simultaneously and must be able to relate to the pilot profession in order to maintain an attitude of pilot advocacy for each line pilot.

• Converse with Pilots via messaging, case, phone and email correspondence
• Evaluate escalations for pilot compliance and administrative policies and practices in partnership with Flight Ops leadership
• Serves as first point of contact for policy clarification and Deltanet, AskHR, Self-Service navigation
• Partner with Crew Operations, Crew Technology, Crew Resources, Pilot Leaves, Flight Training/Learning (LMS), Quality Assurance, FAA, Electronic Flight Bag (EFB) Team
• Review and support pilot expense reports via Concur, passport/visa renewals, FAA temporary credentials, jumpseat program, crew meals
• Evaluates and develops SOPs and documentation supporting the processes and procedures for support tasks
• Position may offer limited travel and overtime

Benefits and Perks to Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:

• Competitive salary, industry-leading profit sharing program, and performance incentives
• 401(k) with generous company contributions up to 9%
• Paid time off including vacation, holidays, paid personal time, maternity and parental leave
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits
• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
• Domestic and International space-available flight privileges for employees and eligible family members
• Career development programs to achieve your long-term career goals
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
• Recognition rewards and awards through the platform Unstoppable Together
• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare

What you need to succeed (minimum qualifications)

• Is at least 18 years of age and has authorization to work in the United States.
• Possesses a high school diploma, GED, or high school equivalency.
• Embraces diverse people, thinking, and styles.
• Consistently prioritizes safety and security of self, others, and personal data.
• Must be in good standing
• Minimum 2 years at Delta
• Candidate must have strong analytical, organizational and decision-making skills
• Must be able to communicate with pilots regarding proprietary, confidential, legal, complex, or sensitive issues
• Able to effectively manage multiple complex issues simultaneously
• Must be able to relate to the pilot profession in order to maintain an attitude of pilot advocacy for each line pilot
• Practices safety-conscious behaviors in all operational processes and procedures

What will give you a competitive edge (preferred qualifications)

• Previous experience with operational tools like DBMS, DLTERM (RES/OSS), Concur
• Familiarity with FOM, FARs, PWA
• Experience interacting with Crew Scheduling, Tracking, Training and Crew Resources is preferred
• Diverse operational background within Delta
• Five or more years of airline operations experience;3 or more years’ experience in Flight Operations preferred