Airport Operations Contract Manager

Position Summary

Front Row Management Services is seeking an experienced Airport Operations Contract Manager to oversee daily traffic control, curbside enforcement, and passenger customer service operations at Charlotte Douglas International Airport (CLT).

The Contract Manager will serve as the primary liaison between FRMS and airport leadership, ensuring operational efficiency, contract compliance, adequate staffing, employee performance, and exceptional customer service. This individual will manage a large, multi-shift workforce in a fast-paced airport environment while maintaining safe and efficient pedestrian and vehicular movement.

Key Responsibilities

• Oversee daily airport traffic control, curbside enforcement, and passenger assistance operations.
• Manage frontline supervisors, traffic control agents, curbside agents, and administrative personnel.
• Ensure appropriate staffing levels and continuous operational coverage in accordance with contract requirements.
• Develop, review, and manage employee schedules, shift assignments, attendance, and overtime.
• Serve as the primary point of contact for CLT Landside Operations and airport management.
• Coordinate operational responses during peak travel periods, construction activities, emergencies, and irregular operations.
• Monitor employee performance, conduct site inspections, and implement corrective actions when necessary.
• Ensure compliance with airport regulations, traffic enforcement procedures, safety standards, and security requirements.
• Oversee employee onboarding, training, airport badging, and ongoing professional development.
• Prepare and submit operational reports, including staffing, incidents, employee training, overtime, and service performance.
• Develop and maintain standard operating procedures (SOPs) and implement continuous improvement initiatives.
• Monitor contract performance, operational expenses, and labor utilization to support efficient service delivery.
• Attend airport meetings, provide operational updates, and address client concerns promptly.

Minimum Qualifications

• Five or more years of management experience in airport operations, transportation, ground transportation management, parking operations, or a related service industry preferred.
• Experience managing large teams across multiple shifts, preferably in a 24/7 operating environment.
• Strong understanding of traffic management, curbside operations, workplace safety, and customer service.
• Demonstrated ability to manage staffing schedules, employee performance, and operational reporting.
• Excellent leadership, communication, organizational, and problem-solving skills.
• Proficiency with Microsoft Office and workforce management or scheduling software.
• Ability to successfully complete required airport background checks and obtain necessary airport credentials.
• Flexibility to respond to operational emergencies outside normal business hours.

Performance Expectations

Success in this role will be measured through consistent staffing coverage, contract compliance, safe traffic and pedestrian movement, timely reporting, employee performance, customer service quality, and positive relationships with CLT airport leadership.