Supervisor, Passenger Service Operations

About the Role

Serves as a working shift Supervisor for daily operations, directing, training, and coordinating an assigned shift for services provided to airlines and charter aircraft. Leads by example, demonstrating integrity, professionalism, and excellent communication skills while motivating the team to achieve results fairly and respectfully. Must be committed to exceptional customer service.

Responsibilities

• Plans, organizes, directs, and participates in Customer Service operations for contracted commercial flights and charter aircraft, including:
  • Passenger check-in and security screening
  • Baggage transfers to and from aircraft
  • Aircraft cleaning, lavatory services, and aircraft power unit hookups
• Directs and trains assigned Agents, including new employee training and ongoing in-service training (e.g., monthly compliance and yearly safety training). Maintains required training records.
• Implements departmental policies and advises the General Manager and Regional Manager on policy issues, recommending improvements for operational efficiency.
• Coordinates Services activities with air carrier personnel, station managers, and Transportation Security Administration (TSA) representatives.
• Operates and trains on various equipment, such as:
  • Aircraft loading bridges
  • Baggage tugs and carts, belt loaders
  • Electric carts, lavatory carts, portable water carts
  • Air starts, towbars, and portable stairs
• Ensures equipment is maintained in good working order and complies with FAA/TSA security regulations, airline rules, and procedures.
• Attends meetings, maintains emergency checklists/supplies, and prepares verbal/written reports on service activities and Agents.
• Updates the Multi-User Flight Information Display System (MUFIDS) as required.
• Coordinates communications between Airport, airline dispatch, and flight captains regarding passenger manifests, weight/balance, fueling, on/off times, uplift, flight release, and weather packages.
• Handles business-related tasks, including billing, payment data updates, cash handling, supply ordering, and other administrative duties.

Requirements

• Highly sought: 1 year of experience in the aviation industry.
• Highly sought: 6 months of experience as an Airline Service Agent (ticketing and/or Ramp Services support).
• Must complete initial/advanced Operations Services training required by individual airlines within the probationary period.
• Thorough working knowledge of aircraft types used at the station and FAA/TSA security directives.
• Familiarity with passenger processing and baggage transfer procedures.
• Must possess a valid Driver’s License.
• Must obtain and maintain:
  • Complaint Resolution Official (CRO) certificate (if required by airlines)
  • Ground Security Coordinator certificate for aircraft over 61 seats (within probationary period)
  • Certificates for De-Icing/Anti-Icing (if required), Aircraft Pushback, security search, and Security Exit Door training (upon hire)
• Must pass a background investigation (fingerprint-based criminal records check) per TSA regulations.
• Must pass a pre-employment drug test and periodic random drug testing as required for safety-sensitive employees.
• Open availability, including evenings and weekends.

Competencies & Behavioral Requirements

• Directs and participates in daily operations activities.
• Prepares timely written and verbal reports, training demonstrations, and follows instructions accurately.
• Communicates effectively verbally and in writing.
• Deals courteously with co-workers and customers.
• Exercises sound, independent judgment and problem-solving with a results-oriented focus.
• Resolves conflicts effectively and identifies/evaluates solutions.
• Approaches problem-solving creatively and with a team orientation.
• Presents a professional image and promotes acceptance/respect for diversity.
• Performs essential job functions safely without posing risks to others.
• Demonstrates reliability, responsibility, and attention to detail.
• Maintains composure in high-stress situations and accepts criticism calmly.
• Adapts to change and variety in the workplace.
• Takes initiative, works with minimal supervision, and persists despite obstacles.
• Shows sensitivity to others' needs and fosters a cooperative work environment.

Physical Demands

• Performs bending, squatting, kneeling, walking, climbing, and reaching (ground level to overhead).
• Must grip, push, pull, lift, and carry objects up to 75 pounds (e.g., luggage, packages) in confined aircraft cargo spaces or on/off conveyor belts.
• Responds to audio alarms and distinguishes colors (e.g., aircraft wingtip lights, instrument panel lights).
• May stand for long periods.

Work Environment

• Works indoors and outdoors, exposed to extreme weather, dust, pollen, and poor lighting (night shifts).
• Subject to mechanical, electrical, chemical, and toxic waste hazards around aircraft, vehicles, equipment, and fuel.
• Exposed to constant/extreme noise, strong odors, fumes, and potential disease risks (e.g., aircraft lavatory work).