Operations Manager

Essential Functions

• Supervise ground operations: Oversee all services provided at the station; including passenger services, wheelchair services, baggage handler, janitorial and security, etc.
• Ensures that service expectations are met
• Ensure safety and compliance: Adhere to aviation regulations, airport rules, and occupational safety standards
• Cooky with stakeholders: Liaise with airlines, airport authorities, ground handling agents, and service providers
• Manage staff and schedules: Recruit and supervise staff while ensuring adequate shift coverage. Ensure the proper use of ADP, to manage schedules and approve employee hours
• Manage the operational budget, including the development of financial plans, allocation of resources, and cost optimization strategies
• Act as the primary point of contact with airport authorities, airlines, and other stakeholders, maintaining strong professional relationships
• Develop and oversee emergency response plans and procedures, ensuring preparedness for crisis situations and swift, effective management of any operational disruptions
• Analyze operational data and generate comprehensive reports to identify trends, measure performance against targets, and inform decision-making
• Formulate and establish operational policies and procedures, and oversee their implementation to enhance overall efficiency and service quality
• Maintain equipment and facilities: Ensure equipment such as wheelchairs is maintained and operational
• Budget and resource management: Control costs (Help maintain budget targets, including total working hours needed for all services, reduction of OT and any operational expenses), allocate resources, and optimize operational efficiency
• Crisis and issue resolution: Handle disruptions such as delays, equipment failures, or safety incidents
• Customer service oversight: Guarantee smooth passenger experience
• Promotes all company policies
• Track key performance indicators (KPIs), report on operational metrics, and drive process improvements
• Communicates areas of accountability and performance expected of personnel assigned
• Conduct disciplinary actions when needed and performance evaluations

Competencies

• Stress Management/Composure
• Ethical Conduct and strong leadership
• Good Communication & Teamwork Orientation
• Customer/Client Focus
• Strong Operational & Business Acumen
• Knowledge of Aviation Regulations & Safety
• Problem-Solving & Decision-Making

Education And Experience

• Bachelor’s Degree or equivalent
• 5-7 years’ experience in customer service
• 5 or more years’ working as manager

Additional Eligibility Qualifications

• As a condition of employment, applicant must successfully complete a background investigation
• Computer literacy in MS Office packages such as Word, Excel and Outlook
• Must be able to read, write and speak English
• Bi-Lingual (English and Spanish) is a plus
• Maintain a relationship with both employees and clients
• Must have a good working knowledge of management practices and principles so they can efficiently perform his job