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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…