Supervisor - Customer Service Airport Operations

About the role

The supervisor will focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines.

Responsibilities

• Ensure consistency on operational, service and product delivery.
• Develop and support standard work and continuous improvement processes.
• Oversee and support the performance of a team, zone or area.
• Lead and engage front-line teams to deliver exceptional customer service and on-time, high-quality products; conduct briefings, set clear expectations, and maintain strong team communications across shifts.
• Assign and delegate tasks appropriately; provide ongoing coaching, recognition, and skill development focused on service and operational excellence.
• Identify issues and apply structured problem solving; develop and execute action plans to address performance or behavior gaps (e.g., dependability, attendance, job quality).
• Monitor team performance and customer interactions to ensure compliance with company standards, safety protocols, and service goals.
• Administer corrective actions and document performance issues, investigations (e.g., safety, complaints), and high performance in the case management system.
• Review key metrics, conduct trend analyses, and lead performance dialogues to drive continuous improvement and accountability.
• Develop and implement standard work processes; ensure effective shift turnover and operational alignment.
• Participate in peer, safety, and accident review boards; address and resolve inappropriate behavior with clear, actionable feedback.
• Serve as a subject matter expert on service delivery, company procedures, and union guidelines; provide technical guidance as needed.
• Partner with Business Partners to support shared goals and ensure consistent service delivery.
• Complete required documentation, attend team and leadership meetings, support collateral projects, and manage communications (e.g., email, voicemail follow-up).

Requirements

• A high school diploma or equivalent.
• 2+ years’ experience in an operations or fast-paced business environment or successful completion of a company-sponsored training program.
• Experience leading teams and delivering customer service.
• Strong written, verbal, and interpersonal communication skills.
• Proven ability in conflict resolution, decision-making, and team leadership.
• Proficient in IT systems and job-relevant software.
• Demonstrated strengths in business acumen, continuous improvement, and customer focus.
• Strong sense of accountability, teamwork, motivation, and safety orientation.

Qualifications

• Must be legally authorized to work in the United States for any employer without sponsorship.
• Successful completion of interview required to meet job qualification.
• Reliable, punctual attendance is an essential function of the position.

Skills

• Leadership skills.
• Customer service skills.
• Problem-solving skills.
• Team management skills.
• IT systems proficiency.

Benefits

This position is also eligible for bonus and/or long-term incentive compensation awards. You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

Pay

The base pay range for this role is $80,235.90 to $98,066.10. The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills.

Schedule

This position is eligible for various schedules including part-time, full-time, and flexible hours.