Customer Service Manager (ULD Management)

Company Description

Skylight Aviation is an international aviation consulting firm with a strong track record of delivering projects for clients across Europe, the Middle East, Asia and Australasia. Skylight works with low-cost carriers, start-up airlines and flag carriers undergoing transformation, and provides practical, results-oriented support in operations, cost and revenue optimisation, outsourcing and customer experience. Skylight also supports industry partners and service providers, such as ground handlers, airports and specialist aviation suppliers, to strengthen their airline partnerships and deliver to the service levels their customers expect.

Role Description

The Customer Service Manager (ULD Management) is a full-time, on-site role based in Pasay City, Metro Manila. You will be the senior on-the-ground lead for a Unit Load Device (ULD) management service supporting a large airline with a busy domestic and regional network.

A dedicated ULD control centre manages day-to-day stock levels and positioning. Your role is to own the service level agreement, monitor the condition of the fleet, and ensure ULDs are handled to standard at every station. You will be the main point of contact for the airline's operations and cargo teams, its stations and its ground handling agents. You will handle escalations, run regular performance reviews and lead corrective action where service levels or handling standards are not being met.

Day to day, you will:

• Manage performance against the SLA, holding all parties to their commitments and agreeing corrective action plans where targets are missed
• Run monthly and quarterly service reviews with the airline, presenting performance, root causes and improvement plans
• Supervise the control centre's stock and positioning performance, and intervene when stations fall outside agreed levels
• Set and enforce ULD handling standards with the airline and its ground handlers, including serviceability checks, correct build-up and break-down, stacking, storage and cleaning
• Visit stations to audit ULD care and handling, and coach ramp, cargo and warehouse teams on good practice
• Investigate damage and loss events, separate mishandling from fair wear and tear, and lead damage reduction programmes
• Oversee the repair cycle from damage report to return to service, and keep turnaround within agreed timescales
• Support the airline in embedding ULD handling procedures in its operating manuals and training
• Reconcile monthly charges and rechargeable repair and loss costs, and resolve invoice queries
• Identify service improvements and growth opportunities for the account

Qualifications

• 12+ years in airline ground operations, air cargo, ULD management or ground handling, including at least 3 years in a customer-facing, account/supplier management or station management role
• Proven experience managing service level agreements and KPIs, and handling difficult conversations constructively
• Strong practical knowledge of ULD handling, serviceability and care, and of IATA ULD Regulations
• A hands-on approach —> as comfortable on the ramp and in the warehouse as in the client office
• Strong analytical skills: able to interpret performance data, spot trends and turn them into action
• Excellent written and spoken English, and confident presenting to senior stakeholders
• Experience with ULD repair standards or a ULD tracking system is an advantage
• Willingness to travel across the network

Right to work

You must already hold the right to work in the Philippines. Work visa sponsorship may be considered only for an exceptional candidate.

How to Apply

To apply in confidence, click the “easy apply” link here. No applications will be received via email.