Mgr Passenger Services

Worldwide Flight Services, Inc.•Houston, TX

About The Position

The Passenger Services Manager oversees passenger service operations to ensure safe, efficient, and customer-focused service delivery. The role manages front-line teams responsible for check-in, boarding, arrivals, and special assistance, ensuring compliance with airline standards, regulatory requirements, and company policies. The manager partners with station leadership and airline customers to drive performance, safety, and service excellence.

Requirements

Bachelor's degree from a four-year college or university, or one to two years of related experience and/or training, or an equivalent combination of education and experience.
Ability to speak and write clearly and be understood by peers and internal and external customers.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
Ability to stand, walk, and move throughout terminal and ramp areas for extended periods.
Ability to lift, push, pull, and carry items up to 35 pounds.
Comfort working in varying weather conditions, including heat, cold, rain, and snow.
Ability to bend, kneel, and reach as needed to assist passengers or access equipment.
Sufficient visual acuity to read documents, screens, and operational materials.
Ability to hear and communicate clearly in a high-noise airport environment.
Ability to work flexible hours, including nights, weekends, and holidays, and remain alert during irregular operations or extended shifts.

Responsibilities

Lead and support passenger service teams to deliver exceptional customer experiences.
Ensure compliance with TSA, FAA, and airline policies, procedures, and service level agreements.
Oversee staffing, scheduling, and training to meet operational demands.
Monitor daily flight activities to ensure on-time performance and service quality.
Conduct performance reviews, coach supervisors, and foster professional development.
Manage incident reports, customer feedback, and corrective action plans.
Liaise with airline customers, airport authorities, and internal departments to resolve issues and maintain strong relationships.
Maintain records, reports, and documentation in accordance with company and regulatory requirements.
Promote a strong culture of safety, teamwork, and accountability throughout the station.