Operations Manager - ICT

JOB DESCRIPTION

As an Operations Manager , you are a critical part of the base leadership team, overseeing day-to-day operations that ensure the safe, efficient, and high-touch delivery of services for private aviation guests, crews, and residents. You lead by example, coordinating and directing team activities while upholding Signature Aviation’s gold standard of hospitality.

In addition to your leadership responsibilities, you’ll occasionally step into frontline duties alongside your team, using your deep understanding of company policies and operational procedures to ensure a seamless guest experience throughout the terminal.

This is a dynamic role requiring flexibility in scheduling (including nights, weekends, and holidays) and the ability to work in both indoor and outdoor environments near active aircraft and ground service equipment. From unpredictable weather to high-paced situations, your calm, capable leadership keeps everything running smoothly and guests feeling valued .

If you're passionate about leading teams, elevating guest experiences, and thriving in a hands-on, fast-moving aviation setting, this role is built for you.

RESPONSIBILITIES

 (Other duties may be assigned)

• Lead a team conducting base operations safely and efficiently in accordance with established policies and standard operating procedures (SOPs) ensuring efficient and accurate communication through various methods to accomplish operational tasks.
• Manage the performance of the Airside Experience and/or Guest Experience Teams to ensure technical accuracy, demeanor, and adherence to company policies and procedures. Correct performance deficiencies and administer corrective action as needed.
• Interview, onboard, train, and manage team members ensuring their engagement and development.
• Schedule, coordinate and assign duties to qualified Airside Experience and/or Guest Experience team members. Conduct shift and team member meetings and manage special events.
• Provide on-the-job training and assistance to Airside Experience and/or Guest Experience team members. Ensure all airline-required training is administered and completed by team members.
• Serve as a resource on guest service matters and as an escalation point for guest inquiries. 
• Assist with ramp operations as needed to ensure service needs are met for guests, clients, vendors, and aircraft crewmembers. Services include aircraft storage, cargo service operations, fueling, de-icing, lavatory, ground power and potable water services, parking, marshalling, wing walking, delivering catering and towing.
• Proactively prepare for arriving/departing aircraft, identify and perform open job tasks, and immediately correct observed safety concerns. Conduct safety observations and document accordingly.
• Operate and drive all ground service equipment such as fuel trucks, de-icing trucks, ground power units, tugs, stair trucks, and other freight handling equipment as needed.
• Assist with and/or manage regulatory compliance, audits, and/or reporting for airport or government parties if requested.
• Manage inventory of base supplies, uniforms, and equipment in compliance with company procurement and expensing procedures.
• Maintain security of premises to include monitoring street side, parking lots, terminal, hangars, and AOA. 
• Maintain safe, clean, and secure ramps and operations.
• Monitor and maintain fuel inventories including ordering, fuel quality control checks, fuel receipt, and maintaining accurate related documentation.
• Understand, comply with, and enforce all operational, safety, and guest service requirements for all aspects of the job.
• Stop work when an unsafe condition or act is likely to cause harm to people, the environment, Company or guest assets, or the Company’s reputation if the work continues. 
• Follow emergency response procedures during critical events.
• Understand, comply with, and enforce all security (physical, cyber and data) protocols as dictated by both Signature Aviation and the airport.
• Maintain accurate records pertaining to time worked by team members, activities and services performed. May be responsible for payroll oversight and compliance.

QUALIFICATIONS

Minimum Education and/or Experience:

• High School Diploma or General Education Degree (GED). 
• One (1) to two (2) years of experience and/or training in aviation or cargo operations or an equivalent combination of education and experience is required.
• Trained and approved to perform specialty responsibilities (e.g., oil and oxygen service for aircraft) and other required certifications (e.g., towing, deicing) as required by base specific operations is preferred. Ability to become approved is required. 
• Minimum of 18 years of age.
• Ability to pass company background checks (criminal and motor vehicle), drug tests, meet airport background check requirements to receive and maintain issuance of an airport security badge, and be insurable by the Company's applicable insurance policies.
• Excellent vision and coordination to move and/or direct aircraft. 
• Ability to pass a color vision test for purposes of visually inspecting aviation fuel.
• Must be legally authorized to work in the jurisdiction of employment.
• Must possess a valid state driver’s license. Certain PATs require a commercial driver’s license (CDL) as dictated by local regulations and business needs.

Additional essential knowledge and skills:

• Leadership Skills:  Ability to assign tasks wisely, provide feedback to improve performance, administer corrective action, and motivate others.
• Hospitality Skills: Excellent guest service skills with an energetic, outgoing, and guest-obsessed personality. Must be able to anticipate guest needs and prioritize guest requests and job responsibilities by exhibiting a keen ability to multi-task in a fast-paced environment. Must be able to maintain professionalism and confidentiality. Experience with conflict resolution in a hospitality environment is preferred.
• Language Skills: Ability to read and comprehend documents such as safety rules, operating instructions, and procedure manuals, and for safety-sensitive tasks, in English. Clearly communicate in English with others in person, via telephone, radio communicators, and in writing. Ability to write routine reports and correspondence.
• Math Skills: Ability to perform simple math (e.g., addition, subtraction, multiplication, division, percentages, fractions, angles, degrees, time).
• Physical Ability: Must be able to physically enter/exit and operate motor vehicles and ground support equipment such as fuel trucks, vans, tugs, freight handling equipment, and cars in addition to all physical requirements on the included chart. 
• Critical Thinking / Reasoning Ability: Ability to solve practical problems and handle a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Interpersonal Skills: Ability to get along and work well with others. Excellent interpersonal skills for effective collaboration with team members and service to guests.
• Computer Skills: Ability to use a computer, including pass computer-based training modules. Proficient in Microsoft tools (Word, Excel, PowerPoint, Outlook) and ability to learn company software. 
• Task Management: Excellent time/project management and organizational skills. Ability to successfully and timely complete Signature’s training programs.