Director, Customer Relations - Freighter Line of Business

At Hawaiian Airlines, we are all about welcoming our guests with Hawaiian hospitality and aloha, and taking care of our people, our home, and the communities we serve. Join our ‘ohana and be a part of an exciting team of professionals dedicated to serving our kama‘āina and introducing our islands to the world!

Position Summary

We are looking for a talented, driven individual to set up and lead a Customer Relations team dedicated to the execution of Hawaiian Airlines’ Freighter Line of Business. The holder of this new role is responsible for developing and maintaining relationships with Hawaiian Airlines’ freight customer and ensuring the profitability of this new line of business.

Key Responsibilities

• Develop and maintain strong working relationships with representatives and leadership of the freighter line of business, in all relevant areas of their organizations including, but not limited to, maintenance, flight operations, training, and contracts
• Develop short to mid-term strategy to build and maintain a customer-centric approach to the freight business line. Ensure understanding and communication of expectations and constraints to make certain that their needs are at the heart of the organization's decision making
• Measure customer satisfaction, identify impacting issues, agree on actions with all stakeholders (internal and external), and drumbeat to resolution. Project the “voice of the customer” throughout the organization to ensure customer focus
• Accountable for the execution of the Air Transportation Services Agreement (ATSA), and the reporting of operational and financial performance to senior management on a quarterly basis
• Provide leadership to the multi-functional team engaged in the execution of the Freighter Line of Business. Maintain cross-department relationships with key stakeholders and subject matter experts at Hawaiian Airlines to ensure Freighter Business Lines’ objectives are effectively integrated and performance expectations are met
• Proactively identify and resolve issues impacting the relationship with and/or the profitability of the Freighter Business Line. Lead critical initiatives related to the Company's Freighter Line of Business and brief senior management as required
• Develop and implement tools and processes to make the Freighter Business Line more efficient (and effective); create and maintain dashboard to track performance and capture remedies
• Other duties as required

Minimum Requirements

• Bachelor’s degree from an accredited institution or an equivalent combination of education and related working experience
• 7 years of professional experience, including at least 1 year in managing strategic relationships & at least 3 years in customer facing roles
• 3 years of management experience leading individual employees and multiple, diverse teams with a track record of developing people and creating high performance teams
• Strong, demonstrated analytical and problem-solving skills involving both business problems and people interactions
• Excellent verbal and written communication skills with experience in leadership presentations and resolving complex issues

**Hawaiian Airlines is regulated by the Department of Transportation (DOT - regulation, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of Marijuana, Cocaine, Opioids, PCP (Phencyclidine), and Amphetamine prior to any offer of employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Hawaiian Airlines and any employment offer will be withdrawn.

*** In addition to routine employment eligibility verification, U.S.-based airlines must gather information to validate country of citizenship and country of birth. Upon hire, you must provide documentation proving your current country of citizenship and birthplace.

Preferred Qualifications

• Master’s degree from an accredited institution
• Expert level technical skills – in depth knowledge of MS Office suite, specifically Excel
• Experience creating and maintaining a collaborative team environment
• Strong proficiency in financial analysis, statistical analysis, cost control, discounted cash flow analysis, forecasting techniques, and variance analysis
• Experience negotiating large strategic contracts
• Airline maintenance repair and overhaul operations / planning experience
• Significant experience working with corporate customers and managing strategic relationships at a corporate level
• Experience in building strategy and leading critical initiatives

About Hawaiian Airlines

Now in its 94th year of continuous service, Hawaiian is Hawaiʻi's biggest and longest-serving airline. Hawaiian offers approximately 150 daily flights within the Hawaiian Islands, and nonstop flights between Hawaiʻi and 15 U.S. gateway cities – more than any other airline – as well as service connecting Honolulu and American Samoa, Australia, Cook Islands, Japan, New Zealand, South Korea and Tahiti.

Consumer surveys by Condé Nast Traveler and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawaiʻi. In 2022, the carrier topped Travel + Leisure’s 2022 World’s Best list as the No. 1 U.S. airline and was named Hawaiʻi's best employer by Forbes. Hawaiian® led all U.S. carriers in on-time performance for 18 consecutive years (2004-2021) as reported by the U.S. Department of Transportation.

The airline is committed to connecting people with aloha by offering complimentary meals for all guests on transpacific routes and the convenience of no change fees on Main Cabin and Premium Cabin seats. HawaiianMiles members also enjoy flexibility with miles that never expire. As Hawai‘i’s hometown airline, Hawaiian encourages guests to Travel Pono and experience the islands safely and respectfully.

Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at HawaiianAirlines.com. Follow Hawaiian’s Twitter updates (@HawaiianAir), become a fan on Facebook (Hawaiian Airlines), and follow us on Instagram (hawaiianairlines). For career postings and updates, follow Hawaiian’s LinkedIn page.

For media inquiries, please visit Hawaiian Airlines’ online newsroom.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)