Manager, Airport Operations - SFO
About The Position
The Manager, Airport Operations is responsible for day-to-day station operations and the management of employees, ground handlers, and external suppliers. The role makes operational decisions and coordinates activities to safely deliver the customer experience while achieving operational and financial objectives. The manager provides leadership to employees to support their responsibilities and performance metrics. The position oversees airport functions and customer experience activities, including passenger, aircraft, and baggage services. It requires a visible presence across terminals, gates, ramp areas, and other operational locations. The manager supports a 24/7 airport operation and must be available for flexible hours, including evenings, weekends, holidays, and irregular schedules as operational needs require.
Requirements
- At least a high school diploma or equivalent operational experience.
- At least 5 years of experience in airport operations, including direct supervision of employees in a fast-paced environment.
- Valid passport for travel, including overnight international trips, as needed.
- Ability to obtain airport-specific badges and seals, including required security and USCBP clearance.
- Customs Seal, subject to approval by U.S. Customs and Border Protection and/or a third-party equivalent.
- Ability to walk long distances frequently and stand for long periods.
- Strong analytical, planning, and problem-solving skills, including the ability to assess risk, establish priorities, and respond effectively to operational challenges.
- Excellent interpersonal skills and ability to collaborate with employees, union representatives, third-party vendors, airport authorities, regulatory agencies, and business partners.
- Sound knowledge of airport operations, including customer service, ramp operations, and passenger service in a complex airport environment.
- Proficiency with Microsoft Office applications and airport operational systems.
- Demonstrated ability to lead in a complex, fast-paced, 24/7 operational environment, balance competing priorities, and respond to operational challenges.
- Punctuality and dependability.
- Eligibility to work in the country of interest when an offer is made, and ability to provide proof of work eligibility before the start date; candidates are responsible for obtaining necessary work permits, visas, or other authorizations.
Nice To Haves
- Experience leading in a unionized workplace is considered an asset.
- Bilingual candidates receive preference when qualifications are equal.
Responsibilities
- Manage day-to-day operations at the assigned station in accordance with the Safety Management System (SMS) and applicable authorities, in partnership with airport safety.
- Ensure safety, security, and customer service standards are consistently observed, monitored, and practiced.
- Model safety awareness and ensure compliance with government and company standards, regulations, IOSA, SMS, and other applicable requirements.
- Anticipate, identify, and resolve service and operational problems with a results-oriented focus on safety, security, and performance.
- Provide operational leadership and oversight across airport functions to support safe, efficient, customer-focused operations.
- Plan, organize, manage, and improve airport customer experience functions, including passenger, aircraft, and baggage services.
- Manage staff deployment to support customer experience and on-time performance.
- Lead implementation, maintenance, and improvement of procedures and processes to meet or exceed customer service and performance standards.
- Monitor and authorize airport expenses and seek cost-control opportunities to meet budgetary constraints.
- Liaise with functional work groups, contract carriers, and Star Alliance partners to improve efficiency and effectiveness.
- Communicate regularly with staff about new products, performance issues, and branch objectives.
- Guide, counsel, and motivate the team by example, and be accountable for employee performance.
- Recognize employees who consistently deliver excellent customer service.
- Document and take corrective action regarding poor employee performance in accordance with accepted guidelines and procedures.
- Establish and maintain professional relationships with union representatives.
- Work in close partnership with airport authorities, TSA, and USCBP.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
