Run daily shift briefings and conduct regular station walkthroughs and shift audits.
Operational Controls and Reporting
Verify posting, staffing levels, and service delivery against contract requirements every shift.
Ensure accurate, timely billing support by reconciling activity logs, wheelchair counts, and service records daily against airline invoicing.
Track key performance indicators (KPIs), analyze operational data, and generate reports that identify trends and measure performance against targets.
Formulate operational policies and procedures, oversee their implementation, and drive continuous process improvement.
Maintain audit-ready records for training, certifications, badging, incidents, and client complaints.
Workforce Planning and Seasonality
Build staffing models from airline flight schedules, load factors, and historical passenger and wheelchair demand.
Plan for seasonal peaks, including winter, spring break, summer, holidays, and cruise season, as well as airline schedule changes and new or reduced service.
Manage seasonal hiring, cross-training, part-time pools, and shift flexing to scale staffing up or down without excess overtime.
Adjust staffing in real time during irregular operations such as weather events, hurricanes, delays, and diversions.
ADP, Timekeeping, and Scheduling
Use ADP to build schedules, approve employee hours, manage punch corrections and PTO, and meet payroll cutoffs.
Monitor attendance, missed punches, and overtime trends daily, correcting issues before payroll closes.
Ensure supervisors use ADP and station logging and reporting tools accurately and consistently.
Budget and Cost Management
Manage the station operating budget, including financial plans, resource allocation, and cost optimization strategies.
Maintain budget targets for total labor hours across all services, reduce overtime, and control operational expenses.
Submit daily planned budget and labor projections to the Managing Director and explain variances.
Client and Stakeholder Relationships
Serve as the primary point of contact with airlines, airport authorities, ground handling agents, and service providers, maintaining strong professional relationships.
Hold regular performance reviews with airline station managers, and know each airline's service standards and contract or SGHA terms.
Track client complaints and claims and own their resolution.
Identify opportunities to expand services with existing clients.
Safety, Security, and Regulatory Compliance
Adhere to and enforce aviation regulations, airport rules, and occupational safety standards.
Maintain working knowledge of TSA, FAA, CBP, and Miami-Dade Aviation Department requirements, and of the Air Carrier Access Act (14 CFR Part 382) for passengers with disabilities.
Manage airport ID/SIDA badging, background checks, and access-control compliance for all employees.
Ensure Complaint Resolution Official (CRO) coverage and proper handling of disability-related complaints where required.
Oversee training compliance, including initial and recurrent training records.
Emergency Response and Issue Resolution
Develop and oversee emergency response plans and procedures, ensuring preparedness for crisis situations.
Handle disruptions such as delays, equipment failures, and safety incidents swiftly and effectively.
Keep the immediate supervisor promptly and fully informed of all problems or unusual matters of significance, take prompt corrective action, and recommend alternative courses of action when needed.
Leadership, People, and Culture
Recruit, train, and supervise staff while ensuring adequate shift coverage.
Communicate areas of accountability and expected performance to all personnel.
Conduct performance evaluations and disciplinary actions when needed.
Develop supervisors and leads and build a bench for promotion.
Champion company culture, recognition, and employee engagement to reduce turnover.
Participate in station and leadership meetings and own assigned goals and action items.
Promote and uphold all company policies.
Competencies
Stress Management and Composure under pressure
Ethical Conduct and Strong Leadership
Communication and Teamwork Orientation
Customer and Client Focus
Operational and Business Acumen
Workforce Planning and Scheduling Expertise
Knowledge of Aviation Regulations and Safety
Problem-Solving and Decision-Making
Adaptability in a 24/7, seasonal operation
Culture Champion and People Development
Required Education and Experience
Bachelor's degree or equivalent combination of education and experience.
5–7 years of experience in customer service.
5 or more years of experience in a management role.
Preferred Education and Experience
Experience managing airport or airline ground operations, such as wheelchair/PRM, passenger services, skycap, or aviation security.
Proven experience with ADP Workforce Now or a comparable timekeeping and scheduling system.
Experience building staffing plans around flight schedules and seasonal demand.
Experience managing multiple airline client accounts and service-level agreements.
Additional Eligibility Qualifications
As a condition of employment, the applicant must successfully complete a background investigation.
Computer literacy in Microsoft Office, including Word, Excel, and Outlook; strong Excel skills preferred.
Must be able to read, write, and speak English. Bilingual English/Spanish is strongly preferred.
Ability to build and maintain strong relationships with both employees and clients.
Good working knowledge of management practices and principles.
Critical thinking skills to quickly assess a situation and make the appropriate response.
Work Environment
This job operates in an active airport environment, including terminals, curbside, gate areas, and secured areas, as well as an office setting. The role may be exposed to outdoor weather conditions and airport noise. It routinely uses standard office equipment such as computers, phones, and printers, along with mobile devices and radios.
Physical Demands
This position is very active and requires extended standing and walking across the terminal, as well as bending, sitting, and lifting up to 50 pounds. The role may require pushing wheelchairs or assisting with equipment when operations demand it.
Position Type and Expected Hours of Work
This is a full-time position. Because the operation runs 24/7, the schedule varies with operational needs and includes nights, weekends, and holidays as needed. The Operations Manager must be available on call for irregular operations and emergencies.
Security Clearance
Must be eligible for a CBP seal and pass the criminal background check required to obtain an airport ID/SIDA badge.
Other Duties
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
