Duty Shift Manager JFK Airport

Aviation Division•Jamaica, NY

About The Position

The Duty Shift Manager the day-to-day shift operations of wheelchair and passenger/customer assistance throughout the airport terminal. This includes managing a team of Terminal Coordinators, Wheelchair Agents, and Dispatchers to ensure seamless delivery of service to passengers with reduced mobility. This position demands operational leadership, workforce coordination, strong problem-solving, and a commitment to upholding service excellence across all shifts. It requires an understanding of the airline's needs as well as those of the passenger.

Requirements

High school diploma or equivalent required; associate or bachelor’s degree in Business, Aviation, or related field preferred.
3 + years of experience in airport passenger services or ground handling operations, with at least 1 year in a supervisory or lead role.
Proven ability to lead and motivate diverse teams in fast-paced environments.
Strong organizational and communication skills, with the ability to multitask and make quick decisions under pressure.
Comfortable using radio communications and digital tracking/logging systems.
Must be able to work all shifts, including nights, weekends, and holidays as part of a 24/7 operation.
Ability to lift up to 50 lbs and remain on foot for long periods while navigating large terminal areas.

Responsibilities

Supervise and coordinate shift activities of all wheelchair service staff, including Terminal Coordinators, Agents, and Dispatchers.
Ensure adequate shift coverage and adjust staffing assignments based on real-time passenger demand and flight schedules.
Monitor and enforce compliance with safety, security, and operational procedures.
Serve as the main point of contact during the shift for airline partners, airport authorities, and internal departments regarding PRM services.
Conduct shift briefings, monitor performance, and address any customer service or operational issues immediately.
Support the training and onboarding of new team members and ensure ongoing performance coaching and development.
Track and report key performance metrics such as wait times, service volume, and staff productivity.
Perform routine walkthroughs to ensure staff visibility, service quality, and passenger satisfaction throughout the terminal.
Assist with conflict resolution involving passengers or team members and escalate as needed.
Maintain records of incidents, delays, and shift activities, and provide shift reports to senior leadership.