Passenger Service Manager - Ground Handling

Job Description:

Alliance Ground International (AGI) is one of the largest independently owned ground handling company providing services to 100 airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. Our Ground division has a strong reputation in aviation ground services. We are committed to providing the highest level of quality service and continuing our track record of outstanding safety. As we continue to grow, we are looking for only the best in the industry.

At Alliance Ground International (AGI), we pride ourselves on delivering exceptional passenger services that reflect our airline partners' standards. As a Passenger Service Manager, you will lead and oversee all passenger-facing operations at your station—including ticket counter, gate, lounge, and customer service functions. This role is responsible for ensuring compliance, managing staff and resources, and maintaining strong customer relationships while identifying new business opportunities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee daily passenger service operations, including ticketing, gate activities, lounge services, and customer service functions.
• Ensure operations meet airline contract requirements and customer service expectations.
• Plan and coordinate staffing and equipment resources to match flight schedules and service levels.
• Develop employee and equipment schedules to optimize efficiency and productivity.
• Serve as the primary escalation point for customer service issues; resolve concerns quickly and professionally.
• Lead and support a team of agents, ensuring adherence to safety, quality, and performance standards.
• Provide regular reports on operational performance, budgets, and service activities.
• Train, coach, and evaluate team members; conduct performance reviews and corrective action when necessary.
• Ensure compliance with company policies, FAA, TSA, OSHA, and airport authority regulations.
• Protect company assets and maintain control over inventory, supplies, and funds.
• Build and maintain effective relationships with airline representatives, airport personnel, and internal departments.

MINIMUM QUALIFICATIONS:

• Minimum 18 years of age.
• High School Diploma or GED required; Bachelor's degree in Business or related field preferred.
• At least 3 years of progressive management experience in passenger services or customer service roles.
• Strong working knowledge of FAA, TSA, and OSHA regulations.
• Excellent leadership, communication, and interpersonal skills.
• Valid driver’s license and clean Motor Vehicle Record (MVR); subject to local airport requirements.
• Ability to pass all background checks and obtain necessary airport security clearances.
• Proof of COVID-19 vaccination may be required based on location (e.g., SFO).

PHYSICAL REQUIREMENTS:

• Ability to lift up to 70 pounds.
• Prolonged periods of standing, bending, pushing, and pulling.
• Must be able to work in elevated noise levels and changing weather conditions common in airport environments.

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.