Cargo Operations Manager

Dnata•Dallas, TX

2d•Onsite

About The Position

The Cargo Operations Manager leads the station’s day-to-day cargo warehouse and service operations. The manager is responsible for safe and timely cargo handling, staffing, customer service, regulatory compliance, and control of labor and operating costs. This is a hands-on station leadership role. The manager works closely with supervisors, employees, airline customers, government agencies, and dnata support teams to keep the operation staffed, compliant, and meeting agreed service level.

Requirements

At least five years of experience in air cargo, warehouse, logistics, airline, or transportation operations.
At least three years of experience leading supervisors or operational teams.
Experience managing staffing, schedules, overtime, productivity, customer requirements, and operational costs.
Experience working in a safety-sensitive, regulated, and customer-focused operation.
Practical knowledge of cargo warehouse and cargo service operations.
Ability to lead supervisors and hourly employees across multiple shifts.
Ability to make sound decisions and remain visible in a fast-paced operation.
Strong communication, organization, coaching, and problem-solving skills.
Ability to use Microsoft Office and cargo or workforce systems to review schedules, reports, and performance data.
Flexibility to work nights, weekends, holidays, and extended hours when required by the operation.
Must be legally authorized to work in the United States and able to obtain and maintain required airport identification and security clearances.

Nice To Haves

Bachelor's degree in business administration, Aviation Management, Logistics, Supply Chain Management, or a related field preferred.
An equivalent combination of education and operational experience may be considered.

Responsibilities

Manage daily cargo warehouse and cargo service activities, including cargo acceptance, storage, build-up, breakdown, transfer, and release.
Make sure each shift has the trained employees, equipment, and work areas needed to meet the operating plan.
Review cargo volumes, flight schedules, staffing, service performance, and operational issues throughout the day.
Respond to peak volumes, irregular operations, equipment outages, weather events, and customer changes.
Keep station leaders informed of significant service, safety, security, staffing, or customer issues.
Lead Cargo Supervisors and Agents and hold them accountable for shift performance, safety, attendance, employee conduct, and customer service.
Set clear expectations, conduct regular briefings, coach employees, complete performance reviews, and address performance or conduct concerns.
Work with Human Resources on recruiting, onboarding, attendance, employee relations, investigations, corrective action, and retention.
Prepare staffing plans and schedules based on flight activity, cargo volumes, customer requirements, employee availability, and approved headcount.
Manage overtime, timekeeping, attendance, and labor use to support service and budget targets.
Confirm that employees complete required operational, safety, security, regulatory, and customer-specific training, and that records remain current.
Track labor hours, overtime, productivity, service results, equipment use, and operating expenses.
Take timely action when performance, staffing, or costs are outside the approved plan.
Review operational reports and KPIs and provide clear updates and action plans to station leadership.
Establish, monitor, analyze, and improve operational KPIs aligned with customer, contractual, and business objectives.
Develop meaningful performance measurements where customer-defined KPIs do not exist.
Lead continuous improvement initiatives aimed at enhancing productivity, service quality, safety, compliance, and customer satisfaction.
Identify operational trends and recurring issues and implement sustainable corrective and preventive measures.
Support station budgeting and forecasting by providing accurate staffing, volume, and cost information.
Serve as the primary operational account manager for assigned airline and cargo customers.
Maintain a thorough understanding of customer contracts, service level agreements (SLAs), operating procedures, and performance requirements.
Develop and maintain strong customer relationships through regular operational reviews, performance discussions, and issue resolution.
Lead customer performance reviews and corrective action initiatives when service levels fall below expectations.
Make sure contractual requirements, service level agreements, and customer procedures are followed.
Investigate and resolve cargo discrepancies, delays, damages, shortages, service failures, audit findings, and escalating customer concerns.
Support business growth initiatives, operational startups, customer implementations, contract transitions, and other strategic projects.
Enforce dnata procedures and applicable TSA, CBP, FAA, USDA, OSHA, airport, airline, and customer requirements.
Conduct routine operational and safety observations and correct unsafe or noncompliant conditions.
Lead or support investigations of injuries, security events, cargo discrepancies, service failures, and customer complaints.
Support audits and inspections and make sure corrective actions are completed on time.
Maintain accurate operational, training, safety, security, and compliance records.
Coordinate with station leadership, Safety, Security, Human Resources, Finance, Training, Maintenance, and other support teams.
Work with airline representatives, freight forwarders, trucking companies, vendors, airport authorities, and government agencies as required.
Participate in station meetings and assigned operational projects.
Perform other duties as assigned.