Wheelchair Supervisor

SFO•CA-Burlingame, CA

18h•Onsite

About The Position

The Wheelchair Agent Supervisor oversees wheelchair assistance operations and supervises wheelchair agents to ensure passengers with mobility needs receive safe, timely, and professional service throughout the airport. The role manages staffing, operational performance, customer service standards, and compliance with airport and airline procedures. The supervisor is responsible for daily operations across airport terminals, gates, and baggage claim areas; coordinating staffing and service requests; supporting and developing agents; addressing escalated passenger concerns; and coordinating with airline and airport teams. The role also monitors service quality and operational performance, maintains records and reports, supports hiring and attendance management, and responds to changing operational conditions such as delays, cancellations, and high passenger volumes. The position requires extensive movement throughout airport facilities and regular passenger interaction. It involves standing and walking for extended periods, pushing wheelchairs, assisting passengers, and occasionally lifting, pushing, or pulling up to 50 pounds. Work may include flexible schedules, nights, weekends, holidays, and overtime. The supervisor must follow safety, security, airport, airline, ADA, TSA, and company requirements and help maintain a safe, professional, customer-focused work environment.

Requirements

Must be 18 years of age or older.
High school diploma or GED.
At least one year of wheelchair assistance, customer service, hospitality, or airport operations experience.
At least one year of lead or supervisory experience.
Excellent verbal and written communication skills.
Strong leadership, communication, and conflict-resolution skills.
Ability to work effectively in a fast-paced airport environment.
Ability to work flexible schedules, including nights, weekends, holidays, and overtime.
Must be able to read, write, understand, and carry out instructions in English.
Must be able to verbally direct in English.
Must meet requirements to obtain a security-sensitive identification badge.
Good hearing and vision.
Ability to stand and walk for extended periods throughout shifts.
Ability to push wheelchairs and assist passengers as needed.
Ability to lift, push, and pull up to 50 pounds occasionally.
Ability to respond quickly to operational and passenger service needs.

Nice To Haves

Airline or airport operations leadership experience.
Knowledge of ADA compliance and passenger assistance standards.

Responsibilities

Supervise daily wheelchair assistance operations across airport terminals, gates, and baggage claim areas.
Assign work schedules, monitor staffing coverage, and coordinate service requests to support operational efficiency.
Ensure passengers requiring mobility assistance receive timely and professional service.
Monitor employee performance and provide coaching, training, and development to wheelchair agents.
Address escalated passenger concerns and resolve customer service issues professionally.
Coordinate passenger assistance needs with airline personnel, gate agents, dispatchers, and airport operations teams.
Ensure compliance with airport safety procedures, TSA regulations, ADA guidelines, and company policies.
Monitor operational metrics, response times, and service quality standards.
Assist with hiring, onboarding, attendance management, and disciplinary actions when necessary.
Maintain accurate operational reports, staffing records, and incident documentation.
Respond to irregular operations, including delays, cancellations, and high passenger volume situations.
Promote a safe, professional, and customer-focused work environment.
Ensure proper handling and maintenance of wheelchairs and mobility equipment.
Perform other duties as requested.
Take reasonable care of personal and others’ health, safety, and wellbeing at work in accordance with provided information, training, and workplace safety rules or procedures.
Treat all information as confidential.
Comply with the company Substance Misuse Policy and regular testing requirements.