Aviation Security Badging Supervisor - Denver International Airport

City and County of Denver • Denver, CO

1d • $58,656 - $96,782 • Onsite

About The Position

With competitive pay, great benefits, and endless opportunities, working for Denver International Airport means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join DEN’s diverse, inclusive and talented workforce of more than 40,000 team members who are at the heart of what makes Denver, Denver. As a member of the Badging Services Supervisor team, you will have the opportunity to lead and supervise Badging Services staff members at two (2) badging offices at Denver International Airport. These offices process employee fingerprinting, Airport ID badges, vehicle permits, and conduct airport security training for more than 40,000 airport employees each year. This position will be required to support a 50 hour week operation which will include working 4-10 hour shifts with a midday off.

Requirements

• Education Requirement: Bachelor’s degree in public administration, Management, Sociology, Psychology, Political Science, or a related field.
• Experience Requirement: Three (3) years of experience performing administrative work in a security, compliance, or regulatory organization and one (1) year of experience as an Aviation Security Badging Agent.
• Education/Experience Equivalency: One (1) year of the appropriate type and level of experience may be substituted for each required year of post-high school education for all classifications. Additional appropriate education may be substituted for the minimum experience requirements.
• License/Certifications: By position, requires a valid Driver's License at the time of application. Licenses and certifications must be kept current as a condition of employment
• FBI Background Check FBI criminal background check is required for all positions at Denver International Airport (DEN). Employees are also required to report any felony convictions and/or moving violations to maintain this clearance and be eligible for continued employment.
• By position, a pre-employment physical/drug test may be required.

Nice To Haves

• Experience as a supervisor or lead working in an airline, airport, service, hospitality industry or related regulatory industry
• Excellent oral and written communication skills, with the ability to explain complicated online processes, procedures, and information to staff and customers
• Ability to work under pressure, with a high workload, and meet deadlines
• Experience with acting as a change agent by utilizing Peak Performance and LEAN methodologies to implement process improvements to enhance operational efficiencies and improve customer service
• Strong customer service skills and a passion for delivering excellent customer service
• Proficiency with technical systems and standard office software
• Ability to work in a highly regulated environment and manage confidential and sensitive information

Responsibilities

• Works closely with the other Badging Services Supervisors to perform supervisory functions over Badging Services Agents and Leads to include scheduling and efficient utilization between both offices in order to achieve the department’s goals and objectives
• Develops performance goals for the Badging Services Agents; plans, assigns, evaluates, and distributes work to staff; reviews employee work for accuracy and completeness, and returns assignments with recommendations and follows up to ensure proper completion
• Reviews work to ensure staff accurately verifies and records information into the Identity Management Software and works with the staff to take action to correct and prevent errors
• Actively manages the digital queue management system for the Badging Office, driving team performance through appropriate staff queue assignments, achieving performance efficiency by adequately reducing customer wait times using key performance metrics and maximizing Badging Office throughput based on customer transaction type
• Delivers, and ensures that the staff is delivering, the highest level of service to badging customers while exceeding customer expectations, including delivering the highest level of service to VIPs in the badging office
• Seeks out new and innovative ways to improve the customer experience in the Badging Office, and works with management to enhance existing processes and procedures and implement new ones
• Support enhancements to the Identity Management System (IDMS), technology upgrades, and workflow changes
• Prepare and review reports on badge issuance, compliance metrics, productivity, and service performance
• Works with the DEN Background Services team to ensure proper data entry for regulatory background checks, Security Threat Assessment processing, and ID document reviews; identifies and takes action to correct errors and prevent them whenever possible
• Conducts and leads daily briefings and regular meetings with staff, provides open lines of communication for input and feedback
• Develops and reviews training programs and materials for staff; collaboratively conducts employee training, evaluates trainee progress, and develops and implements plans for trainee success
• Provide policy guidance, clarify badge requirements, and support stakeholders through complex or unique badging situations
• Maintains and applies accurate and current knowledge of relevant Transportation Security Administration (TSA) and Airport Security Program (ASP) rules, regulations, Airport Security Badging Office testing procedures, and expectations placed on airport, air carrier, concessionaire, contractor, ground transportation, and other customers as Airport Employees at DEN
• Supervises and processes transactions as needed, and verifies transactions are accurate and in compliance with all operating instructions and procedures
• Assists the Badging and Permitting Team with company Authorized Signatory inquires, curating training materials, and office communications
• Conduct training or informational sessions stakeholders as needed
• Performs other duties as assigned or requested

Benefits

• Competitive medical, dental and vision plans effective within 1 month of start date
• Pension Plan (DERP) and Retirement Plan
• Accrue 140 hours of PTO within first year + 11 paid holidays, 1 personal holiday and 1 volunteer day per year
• Short-Term and Long-Term Disability
• CARE Bank, Family Leave Benefits
• Employee Assistance Program, Employee Volunteer Program
• EcoPass (unlimited free RTD bus/train rides)
• Learning and Development Opportunities; Courses and Career Development Resources

What This Job Offers

• Job Type: Full-time
• Career Level: Manager