Regional Manager of Customer Service and Support in Farnborough

Join Atlas Air Worldwide. Move the World with Us! At Atlas Air Worldwide, we’re not just an airline, we’re a global engine powering cargo, passenger, and leasing operations across more than 70 countries. As a leader in outsourced aviation logistics, we’re built on a foundation of safety, service excellence, integrity, innovation, teamwork, and responsibility. With over 30 years of history, a modern all-Boeing fleet, and nearly 5,000 teammates collaborating across operations, technical, and corporate functions, we’re driven by purpose. If you’re ready to grow, innovate, and help us deliver excellence every single day, you belong here.

The Regional Manager of Customer Service & Support is responsible for regional oversight of customer relationship management, service performance, and operational execution across their assigned region (Asia, EMEIA, or the Americas). This role serves as the primary liaison between Sales & Marketing and Operational teams, ensuring seamless execution from post-sale through mission completion. The Regional Manager drives accountability, protects contractual integrity, enhances customer satisfaction, and ensures operational alignment in support of Atlas Air’s commercial objectives. Prioritising customer focus, professionalism, and integrity in every interaction is paramount. Essential qualities include empathy, problem-solving skills, adaptability to changing needs, collaboration, and continuous improvement. Accountability and resilience are crucial to ensure timely resolution and consistent delivery of exceptional service.

Responsibilities

• Serve as the primary regional point of contact between Sales & Marketing and Operational teams to ensure aligned customer execution.
• Establish and administer regional service level standards focused on response time, communication quality, and issue resolution.
• Lead best practices that produce consistent, high-quality customer service delivery aligned with industry standards.
• Monitor regional operational performance, including on-time operations and service reliability.
• Act as the Central Point of Contact (POC) for new Charter setup, coordination, and execution within the assigned region.
• Maintain and improve business processes related to honoring customer contracts through analysis and cross-functional collaboration.
• Monitor and coordinate Master Air Waybill (MAWB) processes where applicable.
• Oversee investigation and coordination related to cargo damage, loss, offload events, and claims in partnership with the Claims team.
• Review delay drivers and ensure timely issuance of delay or explanation letters in accordance with contractual standards.
• Proactively notify customers of aircraft type changes, payload limitations, and operational impacts.
• Issue pre-alert notifications for significant operational disruptions (e.g., weather, AOG, geopolitical events).
• Support the Sr. Director of Customer Service & Support in long-term regional business planning and customer strategy.
• Serve as Project Manager for offline charter coordination and execution within the region.
• Lead regional onboarding initiatives for new customers and ensure structured integration into Atlas systems and processes.
• Develop, implement, and maintain ACMI and Long-Term Charter Customer SOPs.
• Support enforcement of customer contractual commitments and escalation management when required.
• Develop and maintain strong interdepartmental communication practices within the GOC and regional teams.
• Partner with customer management to ensure operational reliability and effective execution.
• Manage and coordinate regional cross-functional projects, maintaining accountability and clear deliverables.
• Develop and maintain a proactive customer satisfaction framework within the assigned region.
• Support the Sales team with Quarterly Business Reviews (QBRs), which may require occasional travel.

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• 5–7 years of airline management or supervisory experience preferred in Flight Operations, Ground Operations, and/or Customer Service.
• Ability to support a flexible work schedule and remain available during critical operational events 24/7.
• Strong leadership and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks and projects in a fast-paced, time-sensitive environment.
• Strong analytical, interpersonal, and administrative skills.
• Strong computer skills with proficiency in MS Office (PowerPoint, Excel, Word, Outlook).

The employee is expected to adhere to all company policies and to act as a role model in the adherence to company policies. At Atlas Air Worldwide, we believe in the power of people, the promise of innovation, and the responsibility we hold to each other, to our customers, and to the planet. Join us and be part of a team that lifts more than cargo; we lift ambition.