DEN Quality, Safety Operations Manager - Cargo

Quality, Safety & Operations Manager (QSOM)

Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple "To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience." We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.

The Quality, Safety & Operations Manager (QSOM) serves as the site lead for operational quality, rebuttal management, safety communication, and continuous improvement initiatives. This role is responsible for driving defect reduction, maximizing rebuttal recovery opportunities, ensuring compliance with customer Standard Work and Swissport Standard Operating Procedure requirements, and improving operational consistency across all shifts. The QSOM acts as a key liaison between Operations, Quality, Safety, and customer stakeholders to identify root causes, implement corrective actions, and maintain audit readiness. The expected pay rate is $65,000-$75,000 annually. Full-time employees are offered a range of health and wellness benefits as well as 401(k) with company match paid vacation time, sick time, and company paid holidays.

Key Responsibilities

• Rebuttal Program Management (40%)
• Lead daily audit and rebuttal activities across all inbound flights using established gateway methodologies.
• Document and investigate ULD discrepancies, scanning defects, missorts, flight delays, and other controllable defects.
• Maintain package-level tracking and supporting documentation within Amazon systems.
• Gather photographic evidence and operational records to support rebuttal submissions.
• Submit and manage rebuttals for gateway-controllable categories, including scanning defects, missorts, process errors, flight delays, and capacity violations.
• Track rebuttal outcomes, approval trends, and rejection reasons to improve future submissions.
• Maintain reconciliation and tracking systems to ensure data accuracy and accountability.
• Root Cause Analysis & Quality Improvement (30%)
• Conduct ongoing analysis of operational defects and recurring performance issues across all shifts.
• Develop and distribute daily quality communications summarizing findings, root causes, and corrective actions.
• Facilitate weekly quality reviews with operational leadership to share trends and best practices.
• Lead structured root cause investigations utilizing 5-Why methodology and customer Standard Work requirements.
• Produce monthly quality scorecards measuring defect trends, shift performance, and operational consistency.
• Drive continuous improvement initiatives that reduce repeat defects and improve operational execution.
• Safety Advocacy & Operational Compliance (20%)
• Partner with the Regional QHSE Manager to promote a strong safety culture across the gateway.
• Develop and distribute daily pre-shift safety briefing materials for all operational shifts.
• Ensure consistent messaging on safety topics, incident learnings, aviation security requirements, and operational risk mitigation.
• Analyze safety trends and provide recommendations for corrective and preventive actions.
• Coordinate safety training initiatives and support audit preparation activities.
• Serve as the site point of contact for Amazon safety audits and compliance reviews.
• Ensure adherence to aviation security protocols, incident reporting procedures, seal integrity requirements, and trailer control processes.
• Customer Relationship & Continuous Improvement (10%)
• Serve as the primary point of contact for rebuttal inquiries, SIM ticket management, and operational escalations.
• Ensure timely and accurate submission of Flash Reports and Contrails case documentation.
• Maintain compliance with customer Standard Work requirements and procedural updates.
• Train operational teams on process changes and quality expectations.
• Support continuous improvement initiatives and maintain site audit readiness.

Qualifications and Competencies

Experience in logistics, air cargo, transportation, quality assurance, operations management, or a related field. Strong analytical, investigative, and root cause analysis skills. Experience with operational metrics, audits, compliance programs, and performance reporting. Ability to communicate effectively across multiple shifts and leadership levels. Working knowledge of safety, aviation security, and quality management principles. Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.