Supervisor of Airport Operations - Passenger Experience

Job Description

Job Description

Description:

JOB SUMMARY

The Airport Operations Supervisor – Passenger Experience is responsible for enhancing the overall customer journey throughout the airport by ensuring a safe, efficient, welcoming, and customer-focused environment. This position provides frontline leadership and oversight of passenger experience initiatives, monitors terminal operations, addresses customer concerns, and coordinates with airport stakeholders to maintain exceptional service standards. The Supervisor serves as a visible ambassador for the airport, promoting a culture of hospitality while supporting operational excellence. This role requires strong communication skills, sound judgment, and the ability to effectively manage multiple priorities in a dynamic, 24-hour operational environment. This position reports to the Manager of Airport Operations.

ESSENTIAL JOB FUNCTIONS :

Passenger Experience Leadership

• Promote a customer-first culture by delivering exceptional service and modeling professional behavior.
• Maintain a visible presence throughout the terminal, curbside areas, gate hold rooms, baggage claim, and other public spaces.
• Monitor passenger flow and identify opportunities to improve the traveler experience.
• Respond to passenger inquiries, complaints, compliments, and service recovery situations in a timely and professional manner.
• Assist passengers experiencing travel disruptions by coordinating with airlines, airport partners, and service providers.
• Support accessibility initiatives and ensure accommodations are provided in accordance with applicable laws and airport policies.
• Identify trends in customer feedback and recommend improvements to policies, procedures, and facilities.

Operational Oversight

• Conduct routine inspections of terminal facilities to ensure cleanliness, functionality, safety, and operational readiness.
• Coordinate with custodial services, maintenance personnel, airlines, concessionaires, TSA, and other stakeholders to resolve operational issues affecting passengers.
• Monitor terminal conditions and passenger wait times, escalating concerns when necessary.
• Document incidents and prepare reports related to customer service issues and operational disruptions.
• Support emergency response activities and assist with implementing contingency plans during irregular operations.
• Ensure compliance with airport rules, regulations, and standard operating procedures.

Team Leadership and Coordination

• Supervise external customer service contractors and concessionaires, ie Bags Inc., Menzies Passenger Assist.
• Schedule staff assignments and monitor performance to ensure adequate coverage and service delivery.
• Provide coaching, mentoring, and ongoing training to staff, stakeholders, and contractors regarding customer service standards and operational procedures.
• Foster collaborative relationships with airport departments and external partners to achieve shared service goals.

MINIMUM REQUIREMENTS TO PERFORM WORK :

• Bachelor’s degree.
• Five (5) years’ experience in a related field of work.
• Or equivalent training, education, and/or experience.

Specific License or Certification Required :

• Valid South Carolina driver’s license.