Operations Manager Passenger Services

ABM•Los Angeles, CA

4d•Onsite

About The Position

The Operations Manager, Passenger Assist oversees the daily delivery of wheelchair, mobility, and passenger-escort services at an assigned airport station. This hands-on leader manages staffing, dispatch, safety, service performance, equipment readiness, employee development, and airline relationships. The role requires a visible presence in the terminal and calm, decisive leadership during peak flight banks and irregular operations. The position has afternoon hours and requires weekend availability; operational needs may also require early mornings, evenings, overnights, holidays, and extended hours.

Requirements

High school diploma or equivalent.
Three or more years of progressively responsible experience in airport, airline, ground-handling, passenger-assistance, transportation, hospitality, or another high-volume service operation.
Two or more years of frontline supervisory or management experience, including responsibility for staffing, employee performance, and customer escalations.
Ability to interpret flight schedules, staffing plans, service data, and operational reports.
Proficiency with Microsoft Outlook, Word, Excel, Teams, and workforce-management, timekeeping, or dispatch systems.
Ability to obtain and maintain required airport badges, clearances, and access privileges.
Availability to work early mornings, evenings, overnights, weekends, holidays, and extended hours based on operational needs.

Nice To Haves

Airport, airline, ground-handling, or wheelchair and mobility-assistance management experience.
Associate or bachelor’s degree in Aviation Management, Business Administration, Hospitality, Transportation, Operations Management, or a related field.
Experience with service-level agreements, labor forecasting, union operations, and passenger-assistance or dispatch platforms.
Bilingual or multilingual communication skills relevant to the station’s passenger population.

Responsibilities

Lead daily Passenger Assist operations across terminals, gates, security checkpoints, baggage claim, curbside areas, and other designated service locations.
Plan and adjust staffing based on flight schedules, service demand, employee callouts, gate changes, cancellations, delays, and weather.
Oversee dispatch activity to ensure assistance requests are assigned, monitored, escalated, and completed within service standards.
Monitor passenger wait times and resolve delayed pickups, missed connections, complaints, equipment issues, and other service failures.
Coach supervisors, leads, dispatchers, and frontline employees on safety, attendance, service quality, productivity, and respectful passenger interactions.
Conduct safety observations, equipment inspections, incident investigations, and corrective-action follow-up.
Maintain compliance with company policies, airline procedures, airport security requirements, badging rules, and required training.
Build effective relationships with airline station leadership, airport partners, security personnel, vendors, and internal support teams.
Manage labor, overtime, timekeeping, supplies, equipment, and other controllable operating expenses.
Track service, safety, staffing, training, customer, and equipment metrics and use results to improve performance.