Office Duty Manager - Cargo Operation

AGI•Chicago, IL

About The Position

The Office Duty Manager manages, directs, and coordinates activities relating to cargo account operations, personally or through subordinates. The role establishes, implements, and maintains departmental policies and procedures to ensure cargo operations are safe, efficient, and compliant with company and government regulations. It oversees cargo carriage, flight/load manifest and weight-and-balance control, and ground-handling services related to cargo operations. The manager coordinates with company personnel, customers, third-party providers, and government agencies; conducts periodic audits; maintains departmental manuals and materials; and ensures personnel are appropriately trained, including through the Hazardous Materials Training Program. The role also develops safe ULD-handling procedures, monitors performance indicators, investigates irregularities, accidents, and complaints, supports efficient inbound and outbound flight operations, and maintains stakeholder relationships. Supervisory duties include interviewing, hiring, training, assigning and directing work, evaluating performance, rewarding employees, and addressing complaints and issues. The position requires flexible scheduling to meet operational demands, including flight delays, cancellations, and ad hoc operations, as well as adherence to the station's attendance policy.

Requirements

Associate degree, or three to five years of related experience and/or training, or an equivalent combination of education and experience.
Effective people-management, planning, and organizational skills.
Customer-focused and analytical, with good judgment; able to work under pressure and as part of a team.
Ability to deal with conflict and resolve issues.
Intermediate computer skills and working knowledge of Microsoft Office programs.
Excellent English verbal and written communication skills.
Ability to handle stress in a fast-paced environment and meet deadlines.
Ability to concentrate on detail and multitask.
Ability to lift 50–70 lbs.
Ability to adhere to safety practices and programs.
Valid U.S. driver's license.
Successful completion of the required airport badging process and pre-employment drug screen.
Ability to work flexible schedules adjusted to meet operational demands, including flight delays, cancellations, and ad hoc operations.
Ability to meet the station's attendance policy.

Nice To Haves

Warehouse management experience preferred.

Responsibilities

Manage, direct, and coordinate cargo account operations, personally or through subordinates.
Establish, implement, and maintain departmental policies and procedures for safe, efficient, and compliant cargo operations.
Oversee cargo carriage, flight/load manifest and weight-and-balance control, and ground-handling services related to cargo operations.
Coordinate with company personnel, customers, third-party providers, and government agencies to ensure compliance and customer satisfaction.
Conduct periodic audits of company cargo operations.
Produce, revise, and distribute departmental training aids, directives, reports, forms, memos, and manuals.
Ensure personnel involved in cargo operations and aircraft ground handling are properly trained.
Evaluate employee training and performance records and formulate training to improve efficiency and safety and ensure compliance.
Maintain the Hazardous Materials Training Program for applicable employees.
Develop and implement policies and procedures for safe, efficient ULD handling.
Promote consistently strong customer service and ensure compliance with company safety and security procedures.
Maintain, monitor, and report on agreed key performance indicators.
Investigate irregularities, accidents, and complaints according to reporting requirements.
Communicate operational policies and procedures clearly at all levels and ensure agreed training is completed and documented.
Build and maintain relationships with internal and external stakeholders and resolve issues or conflicts in a timely manner.
Ensure efficient inbound and outbound flight operations.
Carry out supervisory responsibilities, including interviewing, hiring, training, planning and assigning work, directing employees, appraising performance, rewarding employees, and resolving complaints and issues.
Meet the station's attendance policy and demonstrate integrity, fairness, a respectful attitude, and respect for others.