Operations Manager

Job Description - Operations Manager

JOB DESCRIPTION

Summary/Objective
The Operations Manager in responsible for directing and coordinating all ground operations at the airport. This includes any current services such as: passenger services, wheelchair services, janitorial, security, sky cap and baggage handler services. The role ensures compliance with aviation regulations, maintains safety standards, manages staff and resources, and delivers efficient service to airlines and passengers.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

1. Supervise ground operations: Ensures that service expectations are met. Oversee all services provided at the station; including passenger services, wheelchair services, baggage handler, janitorial and security, etc.
2. Ensure safety and compliance: Adhere to aviation regulations, airport rules, and occupational safety standards.
3. Coordinate with stakeholders: Liaise with airlines, airport authorities, ground handling agents, and service providers.
4. Manage staff and schedules: Recruit and supervise staff while ensuring adequate shift coverage. Ensure the proper use of ADP, to manage schedules and approve employee hours.
5. Manage the operational budget, including the development of financial plans, allocation of resources, and cost optimization strategies
6. Act as the primary point of contact with airport authorities, airlines, and other stakeholders, maintaining strong professional relationships
7. Develop and oversee emergency response plans and procedures, ensuring preparedness for crisis situations and swift, effective management of any operational disruptions
8. Analyze operational data and generate comprehensive reports to identify trends, measure performance against targets, and inform decision-making
9. Formulate and establish operational policies and procedures, and oversee their implementation to enhance overall efficiency and service quality

1. Monitor equipment and facilities : Ensure equipment such as wheelchairs) is maintained and operational.
2. Budget and resource management : Control costs (Help maintain budget targets, including total working hours needed for all services, reduction of OT and any operational expenses), allocate resources, and optimize operational efficiency.
3. Crisis and issue resolution : Handle disruptions such as delays, equipment failures, or safety incidents.
4. Customer service oversight : Guarantee smooth passenger experience

1. Promotes all company policies.
2. Track key performance indicators (KPIs), report on operational metrics, and drive process improvements.
3. Keeps immediate superior promptly and fully formed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
4. Communicates areas of accountability and performance expected of personnel assigned
5. Conduct disciplinary actions when needed and performance evaluations.

Competencies

1. Stress Management/Composure
2. Ethical Conduct and strong leadership

1. Good Communication & Teamwork Orientation
2. Customer/Client Focus

1. Strong Operational & Business Acumen
2. Knowledge of Aviation Regulations & Safety
3. Problem-Solving & Decision-Making

Required Education and Experience

1. Bachelor's Degree or equivalent
2. 5-7 years' experience in customer service
3. 5 or more year's working as manager

Additional Eligibility Qualifications

1. As a condition of employment, applicant must successfully complete a background investigation.
2. Computer literacy in MS Office packages such as Word, Excel and Outlook.
3. Must be able to read, write and speak English. Bi-Lingual (English and Spanish) is a plus.
4. Maintain a relationship with both employees and clients
5. Must have a good working knowledge of management practices and principles so they can efficiently perform his job.
6. The job requires someone with critical thinking skills who can quickly observe a situation and make the appropriate response.

Work Environment

This job operates in a professional airport and office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.


Physical Demands

This position is very active and requires standing, walking, bending, lifting and seating.


Position Type and Expected Hours of Work

This is a full-time position and the schedule varies (due to operation 24/7) depending on the operation needs and demands. Requires working on weekends and holidays, if needed.


Security Clearance (if applicable)

Must be eligible for CBP seal and pass the criminal background check to obtain the airport ID.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.