Account Manager - Ground Operations

AGI•Portland, OR

About The Position

The Account Manager manages, directs, and coordinates cargo or ground account operations, personally or through subordinates. The role oversees safe, efficient, and compliant operations, including cargo carriage, flight/load manifests, weight and balance control, and ground handling services. The Account Manager works with company personnel, customers, third-party providers, and government agencies to meet contractual and regulatory requirements and support customer satisfaction. The position leads employees and operational training, maintains departmental policies, procedures, and manuals, and oversees safety, security, audits, performance indicators, and investigations. It also supports efficient inbound and outbound flight operations and builds relationships with internal and external stakeholders. Work schedules are flexible and may change in response to operational demands such as flight delays or cancellations.

Requirements

At least one year of relevant experience is preferred for ideal candidates.
Associate degree, three to five years of related experience and/or training, or an equivalent combination of education and experience.
Valid U.S. driver's license.
Successful completion of the required airport badging process and pre-employment drug screen.
If the work location is in the United States, authorization to work in the United States as defined by the Immigration Reform Act of 1986; if in Canada, authorization to work in Canada as defined by the Immigration and Refugee Protection Act of 2001.
Effective people management and planning/organizational skills.
Customer-focused and analytical, with good judgment; able to work under pressure and as part of a team.
Ability to deal with conflict and resolve issues.
Intermediate computer skills and working knowledge of Microsoft Office programs.
Excellent English verbal and written communication skills.
Ability to handle stress in a fast-paced environment and meet deadlines.
Attention to detail and ability to multitask.
Ability to lift 50–70 lbs.
Ability to adhere to safety practices and programs.
Ability to meet flexible schedules that may change to meet operational demands, including flight delays and cancellations.

Nice To Haves

Warehouse management experience.

Responsibilities

Establish, implement, and maintain departmental policies and procedures to ensure cargo or ground operations are safe, efficient, and compliant with company and government regulations.
Oversee work involved in cargo carriage, flight/load manifest, and weight and balance control, and direct personnel performing that work.
Provide oversight and provisioning of ground handling services related to cargo operations.
Coordinate with company personnel, customers, third-party service providers, and government agencies to support compliance and customer satisfaction.
Conduct periodic audits of company cargo operations.
Produce, revise, and distribute departmental training aids, directives, reports, forms, memos, and manuals.
Ensure personnel involved in cargo operations or ground handling of company aircraft are properly trained.
Evaluate employee training and performance records and formulate training to improve efficiency and safety and ensure regulatory compliance.
Maintain the Hazardous Materials Training Program for applicable employees.
Develop and implement procedures for safe and efficient ULD handling.
Lead by example to deliver consistently great customer service.
Ensure compliance with company safety and security procedures and regulatory standards.
Monitor and report on agreed key performance indicators.
Investigate irregularities, accidents, or complaints in accordance with reporting requirements.
Communicate operational policies and procedures clearly to promote consistent standards.
Ensure agreed training is completed and documented.
Build and maintain relationships with internal and external stakeholders.
Resolve issues and conflicts in a timely manner.
Ensure efficient inbound and outbound flight operations.
Carry out supervisory duties, including interviewing, hiring, training, planning and assigning work, directing employees, appraising performance, rewarding employees, addressing complaints, and resolving issues.
Follow safety and security responsibilities, including reporting hazards, near misses, incidents, accidents, and dangerous occurrences; complying with training and procedures; and cooperating with managers and supervisors.
Meet the station's attendance policy and adhere to company attendance policies.