Senior Account Manager

Grupo Eulen•Miami, FL

7d•Onsite

About The Position

The Senior Account Manager is a senior leadership role responsible for the strategic and operational management of assigned airline accounts. This position oversees multi‑disciplinary aviation services with a strong emphasis on Passenger Services, General Security, Lobby Management, Cargo Security, and Ramp Operations. The Senior Account Manager serves as the primary client liaison, ensuring contractual compliance, operational excellence, safety adherence, and financial performance. This role partners closely with internal leadership, station management, and airline stakeholders to drive service consistency, continuous improvement, and long‑term client satisfaction in a 24/7 airport environment.

Requirements

Valid driver's license and ability to operate in secure airport environments.
5+ years of progressive experience in airport ground handling or aviation services, with demonstrated leadership responsibility.
Proven experience managing airline client accounts and multi‑functional airport operations.
Strong knowledge of Passenger Services, Ramp Operations, Security programs (TSA), cargo security, and airport regulatory compliance.
Demonstrated financial acumen, including budget ownership and cost management.
Strong communication, leadership, and client‑facing skills.
Proficiency in Microsoft Office (Word, Excel, PowerPoint); experience with workforce management or reporting tools preferred.
Fluent in English; Spanish proficiency is a plus.

Responsibilities

Act as the senior point of contact for assigned airline clients, ensuring all contractual obligations and service‑level agreements (SLAs) are consistently met or exceeded.
Build and sustain executive-level client relationships through regular operational reviews, KPI reporting, and strategic planning discussions.
Proactively identify risks, service gaps, and opportunities for enhancement; lead resolution efforts to maintain high client satisfaction.
Provide senior oversight of daily ground handling operations, including Passenger Services, Ramp Operations, Lobby Management, Cargo Security, and General Security.
Ensure safe, compliant, and efficient aircraft servicing, passenger processing, baggage handling, and ramp activities in accordance with airline, airport, and regulatory standards.
Oversee lobby and terminal operations to ensure passenger flow, safety, and service quality meet airline brand expectations.
Monitor on‑time performance, irregular operations (IROPs), and service recovery efforts, ensuring minimal operational disruption.
Promote a strong safety culture aligned with FAA, TSA, OSHA, airport authority, and airline requirements.
Ensure full compliance with TSA security programs, airport security directives, and client‑specific security requirements.
Partner with security leadership to oversee cargo security and general security staffing, training, audits, and corrective actions.
Support internal and external audits, inspections, and regulatory reviews.
Own financial performance of assigned accounts, including budgeting, labor management, revenue tracking, and cost controls.
Review and analyze KPIs, operational metrics, and financial reports; present findings and recommendations to senior leadership.
Lead continuous improvement initiatives focused on productivity, quality, safety, and cost efficiency.
Provide leadership, guidance, and support to station managers, supervisors, and frontline leaders across operational functions.
Ensure adequate staffing, training, and performance management aligned with client requirements and company standards.
Foster collaboration across departments to drive accountability, engagement, and operational excellence.