Baggage Performance Manager

Menzies Aviation•College Park, GA

About The Position

The Baggage Performance Manager is responsible for overseeing the end-to-end performance of mishandled baggage reporting processes within airline or airport operations. This role ensures timely, accurate, and customer-focused handling of baggage irregularities, while driving continuous improvement in reporting accuracy, resolution time, and customer satisfaction.

Requirements

Bachelor’s degree in aviation management, Business Administration, Operations Management, or related field (or equivalent experience)
5+ years of experience in airline operations, baggage services, or performance management
Strong analytical skills with experience interpreting operational data and KPIs
Familiarity with baggage tracking systems (e.g., WorldTracer)
Excellent problem-solving and decision-making abilities
Strong communication and stakeholder management skills
Ability to work in a fast-paced, operational environment

Responsibilities

Monitor and analyze mishandled baggage reports (MBRs) to ensure accuracy, completeness, and compliance with company and regulatory standards
Track key performance indicators (KPIs) such as reporting timeliness, tracing success rates, and resolution turnaround times
Identify trends, root causes, and operational gaps contributing to baggage mishandling
Collaborate with airport operations, baggage services, and customer service teams to improve processes and reduce incidents
Lead performance reviews and provide actionable insights to senior management
Develop and implement strategies to enhance reporting efficiency and customer experience
Ensure proper use of baggage tracking systems (e.g., WorldTracer or equivalent platforms)
Train and support frontline staff on best practices for accurate and efficient report handling
Manage escalations and ensure prompt resolution of high-priority or sensitive cases
Maintain compliance with airline policies, aviation regulations, and data privacy requirements