Passenger Service Account Manager

ABM•Los Angeles, CA

1d•Onsite

About The Position

Lead the Experience. Own the Operation. Elevate the Journey. If you’re a confident leader who thrives in fast-paced environments and loves turning complex operations into seamless passenger experiences, this is your runway moment. We’re looking for a Passenger Service Account Manager who brings passion, precision, and presence to airport operations, someone ready to lead teams, partner with airline clients, and deliver world-class service where it matters most: at the gate.

Requirements

3+ years of leadership experience in aviation, airline operations, ground handling, hospitality, or high-volume service environments
Strong client-facing experience with the ability to build trust and influence outcomes
Proven success leading large teams in time-sensitive, customer-driven operations
Exceptional communication, decision-making, and problem-solving skills
Comfortable navigating ambiguity, shifting priorities, and high-pressure situations
Proficient with Microsoft Office and operational reporting tools
Flexible availability including nights, weekends, and holidays

Responsibilities

Be the primary relationship owner for assigned airline partners
Lead end-to-end passenger service operations including check-in, boarding, gate activities, VIP handling, and IRROPs
Set the tone for exceptional customer service, safety, and operational excellence
Inspire, coach, and develop supervisors and frontline teams to perform at their best
Analyze performance metrics, identify trends, and implement continuous improvements
Own staffing, scheduling, payroll accuracy, and budget accountability
Act decisively during irregular operations—solving problems before they escalate
Partner cross-functionally with HR, Training, Safety, and Finance
Deliver clear, confident performance updates to senior leadership and airline stakeholders