The Airport Operations Manager directs the process and activities of frontline employees, including but not limited to CSAs, CXAs, Flex Reps, VSAs, or other non-exempt employees, and may assist the Senior Operations Manager in overseeing a brand or department of an airport location to ensure maximum performance through superior operational leadership, strong communication and maximum efficiency.

Wages $60,000

The Airport Operations Manager helps to provide overall leadership to non-exempt employees with responsibility for overall operating performance, customer satisfaction, positive employee culture, safety, service, budgets, and vendor relations. The Airport Operations Manager may lead a brand or a function and all brands, depending on the size of the location. 

The key responsibilities and accountabilities for the Airport Operations Manager are:

• Responsible for daily operations, fleet availability, and revenue generation for his or her assigned function
• Leads and supports processes to meet and exceed customer expectations, and ensure alignment of the sales force with those sales methods and processes
• Resolves customer issues, ensuring a positive customer experience
• Pro-actively drive the sales process that leads to the creation of a dynamic, customer-focused zone commercial organization focused on selling value-added solutions (VAS)
• Constantly champions productivity improvements via employee involvement and accountability; ensures employees are following the Standards of Work (SOW)
• Actively engages in effective communication plans focused on building employee engagement in order to achieve business results
• Conducts performance evaluations that are timely and constructive, where applicable
• Manages the airport and assigned locations/geographic areas when the General Manager is not present
• Participates in the recruiting process, as required
• Provides management with various updates and indicators as requested
• Remains current on all administrative duties according to company policy

Educational Background: 

High School Diploma required

Bachelor’s Degree preferred

Professional Experience: 

1-3 Years prior experience of customer service or operations, according to specific job duties

Experience in car rental, hospitality, or tourism a plus

Results orientation

Ability to direct and motivate teams

Ability to work effectively with Senior leaders

Knowledge:

• Customer service resolution practices
• Excellent communication techniques
• People management and leadership capability
• Sales Management/Coaching ability
• Operations Management

Skills:

• Highly organized
• Ability to solve problems independently
• Working knowledge of Microsoft office suite.
• Time Management skills
• Customer service aptitude - Ability to address and resolve customer service issues
• Excellent oral and written communication skills

Competencies:

• Personal Accountability
• Effective Communication
• Demonstrates Initiative
• Passion for Customer Service & Stakeholder Success
• Trust & Integrity
• Adaptable and Flexible