Passenger Service Manager – Ground Operation

Passenger Service Manager – Ground Operation

Requirements

• Minimum 18 years of age.
• High School Diploma or GED required; Bachelor’s degree in Business or related field preferred.
• At least 3 years of progressive management experience in passenger services or customer service roles.
• Strong working knowledge of FAA, TSA, and OSHA regulations.
• Excellent leadership, communication, and interpersonal skills.
• Valid driver’s license and clean Motor Vehicle Record (MVR); subject to local airport requirements.
• Ability to pass all background checks and obtain necessary airport security clearances.
• Proof of COVID-19 vaccination may be required based on location (e.g., SFO).

Responsibilities

• Oversee daily passenger service operations, including ticketing, gate activities, lounge services, and customer service functions.
• Ensure operations meet airline contract requirements and customer service expectations.
• Plan and coordinate staffing and equipment resources to match flight schedules and service levels.
• Develop employee and equipment schedules to optimize efficiency and productivity.
• Serve as the primary escalation point for customer service issues; resolve concerns quickly and professionally.
• Lead and support a team of agents, ensuring adherence to safety, quality, and performance standards.
• Provide regular reports on operational performance, budgets, and service activities.
• Train, coach, and evaluate team members; conduct performance reviews and corrective action when necessary.
• Ensure compliance with company policies, FAA, TSA, OSHA, and airport authority regulations.
• Protect company assets and maintain control over inventory, supplies, and funds.
• Build and maintain effective relationships with airline representatives, airport personnel, and internal departments.

Preferred Qualifications

• Bachelor’s degree in Business or related field preferred.