Operations Manager

Aviation Division•Miami, FL

2d•Onsite

About The Position

We are seeking an experienced and proactive Operations Manager to oversee the day-to-day functions of frontline team members, including passenger support and baggage service personnel. This role is responsible for ensuring safe, compliant, and efficient passenger service operations, effective baggage handling, and consistent frontline support in a fast-paced airport environment. The Operations Manager serves as a visible leader on the floor, ensuring operational excellence, regulatory compliance, and a positive customer experience while fostering a professional, service-oriented work culture.

Requirements

Bachelor’s degree in Aviation, Business Administration, or a related field preferred (equivalent professional experience will be considered).
Minimum of 3–5 years of supervisory or management experience in airline, airport, or ground handling operations.
Demonstrated ability to speak, read, write, and comprehend English at a level sufficient to effectively communicate with passengers, team members, leadership, and regulatory authorities.
Strong leadership, organizational, problem-solving, and communication skills.
Working knowledge of passenger service systems, baggage handling processes, and airport operations.
Ability to lead multiple frontline teams in a fast-paced, time-sensitive airport environment.
Flexibility to work irregular schedules, including nights, weekends, holidays, and extended hours as required during irregular operations.

Nice To Haves

Previous airline or passenger support services experience preferred.

Responsibilities

Directly manage daily operations and work areas of frontline team members, including passenger service, lobby support, checkpoint support, and baggage service functions.
Conduct daily briefings and debriefings with frontline teams to reinforce productivity, safety, service standards, and policy compliance.
Provide coaching, training, performance management, and corrective action for assigned staff.
Monitor passenger flow and lobby operations to ensure team members deliver clear, accurate, and professional guidance to customers.
Ensure all frontline team members are trained on customer service standards, airline and airport systems, safety protocols, and emergency procedures.
Foster a positive, professional, and customer-focused work culture aligned with company values.
Ensure full compliance with all applicable federal, state, and local regulations, including DOT, ADA, ACAA, FAA requirements, as well as American Airlines, OALS, and company policies and procedures.
Coach and mentor team members to support skill development, reinforce company culture, and exceed customer experience expectations.
Monitor baggage handling and support processes to ensure compliance with safety, security, and operational standards.
Coordinate closely with ramp and baggage operations leadership to minimize service disruptions and prevent delays.
Assess operational environments and conditions through daily, weekly, and periodic audits to ensure all work areas are safe, clean, and well-maintained.
Direct opening and closing procedures, manage schedules to ensure proper staffing coverage, and delegate work assignments effectively.
Ensure timely and accurate completion of incident reports related to customer issues, injuries, safety events, or operational disruptions.
Ensure Team Leads (TLs) are aligned with company policies, operational objectives, and service expectations.
Provide leadership during irregular operations, flight disruptions, or peak activity periods, ensuring clear communication with frontline team members and passengers.
Perform other duties as assigned.