Director, Airline Operations

The Director of Airline Operations is responsible for the overall leadership, performance, and compliance of all ground handling operations at MSP. This role ensures safe, efficient, and customer-focused execution across ramp, passenger service, cleaning and related operational functions while meeting airline partner expectations and regulatory requirements. Responsibilities Provide strategic and tactical leadership to achieve company and operational goals Lead and promote a safety-first culture, ensuring a secure work environment and full compliance with all regulatory and company standards Own operational performance, ensuring consistent, high-quality service delivery across all functions Serve as a key contributor to the company safety program, driving accountability and continuous improvement Lead irregular operations (IROPs), including weather events, delays, and diversions, with decisive and coordinated response Ensure full compliance with airline-specific procedures, audits, and contractual obligations Build and maintain strong relationships with airline partners, airport authorities, and regulatory agencies Act as the primary liaison between the company, customers, and government entities Lead airline performance reviews and service-level discussions, ensuring expectations are met or exceeded Provide input and operational expertise for RFP responses and business development efforts Develop, lead, and hold accountable operations managers, supervisors, and frontline leadership Drive employee performance, engagement, and retention through coaching, training, and mentoring Foster and maintain a positive, accountable, and high-performance culture Ensure effective communication across all departments to support operational alignment Own workforce planning, including staffing levels, scheduling strategy, and labor cost control Track, analyze, and report key performance indicators (KPIs) including on-time performance, baggage handling, safety, and customer satisfaction Resolve escalated service and operational issues in a timely and effective manner Partner with executive leadership to ensure alignment on goals, priorities, and performance expectations Ensure all operations are conducted in accordance with company policies, procedures, and applicable laws Perform other duties as assigned Qualifications 5+ years of airline or ground handling operations experience 3+ years in a senior leadership role with responsibility for multi-functional teams Demonstrated experience managing large-scale operations (staffing, multiple flights/airlines, complex environments) Strong knowledge of ramp operations, aircraft servicing, passenger service operations, and Safety Management Systems (SMS) Experience in multi-airline contract environments with an understanding of service-level expectations Proven ability to lead during irregular operations (IROPs) and make decisions in high-pressure situations Strong communication skills with the ability to engage frontline employees, leadership, and external partners Ability to analyze and evaluate customer needs to anticipate potential business opportunities Ability to pass a pre-employment drug screen and criminal history background check Subject to non-DOT drug and/or alcohol testing Flexibility for irregular hours, including nights, weekends, and holidays, with on-call availability for operational needs Paid Time Off Profit Sharing Free Parking Life Insurance Medical, Dental and Vision Coverage, HSA 401K Employee Assistance Program Travel benefits when requested and approved #J-18808-Ljbffr MSP Airport