Senior Operations Manager, Passenger Services

Metropolis Technologies•Burien, WA

2d•$90,000 - $120,000•Hybrid

About The Position

Metropolis is seeking a Senior Operations Manager, Passenger Services to join our Commercial Group and serve as the ultimate custodian of operational excellence, regulatory compliance, and regional corporate client relationships. Reporting directly to the SVP, Commercial Group, you will bridge the gap between high-level corporate strategy and ground-level execution across 20+ regional locations. You are a strategic, highly operational leader who thrives in dynamic environments, ensuring seamless passenger experiences, enforcing standard operating procedures, and driving key corporate partnerships forward.

Requirements

3+ years of experience in operations management, passenger services, hospitality, or aviation, with at least 2 years in a multi-site leadership role overseeing 15+ locations
Bachelor’s degree in Business Administration, Hospitality Management, Logistics, or a related field
Proven track record of managing strict regulatory, safety, and TSA compliance frameworks
Strong commercial acumen with demonstrated experience managing high-value corporate client relationships
Exceptional leadership and people-management skills with a proven ability to lead, motivate, and develop remote or geographically dispersed teams
Ability to travel frequently across the region to conduct site visits and audit locations
Experience leveraging AI tools to transform static workflows into responsive, high-output processes
A valid state driver’s license, current address, and acceptable driving record.

Nice To Haves

Master’s degree or MBA

Responsibilities

Drive operational excellence, consistency, and service quality across 20+ regional passenger service locations
Guarantee absolute alignment with Metropolis SOPs through regular location audits to maintain a uniform brand experience
Monitor, analyze, and report regional KPIs, including labor management, customer satisfaction, and incident rates, directly to the SVP
Ensure regional operations strictly adhere to local, state, and federal TSA and safety regulations
Proactively identify compliance gaps and implement swift corrective actions to mitigate operational risk
Oversee the implementation of robust field team training programs focused on safety, TSA compliance, customer service, and operational protocols
Serve as the primary, senior-level point of contact for all corporate clients within the designated region
Partner with the broader Commercial team to ensure high client retention, resolve escalated issues, and identify opportunities to improve service levels
Ensure all regional operations consistently meet or exceed contracted SLAs negotiated with corporate accounts