What are the responsibilities and job description for the Manager-on-Duty Ramp and Passenger Services position at Worldwide Flight Services, Inc.?
About WFS
Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 227 airport locations in 27 countries on 5 continents. Are you ready to take off on your next career with us?
Job Summary
The Ramp and Passenger Service Manager-on-Duty (MOD) oversees daily operations related to both above-wing (customer-facing) and below-wing (aircraft ground handling) activities. This role ensures safe, efficient, and timely handling of flights, passengers, and baggage while maintaining high standards of customer service and compliance with all regulatory and company requirements. The MOD coordinates with internal teams, airline partners, and airport authorities to resolve operational challenges in real-time. Strong leadership, communication, and problem-solving skills are essential to ensure smooth shift operations and a positive travel experience for passengers.
Responsibilities
Below-Wing (Ramp Service):
- Oversee check-in, boarding, and arrival processes to ensure a seamless passenger experience.
- Supervise gate agents and customer service representatives to uphold service standards.
- Manage passenger irregularities, including delays, cancellations, and denied boardings.
- Handle customer excalations and provide on-the-spot solutions.
- Ensure compliance with airline policies and DOT/FAA regulations.
Below-Wing (Ramp Service):
- Oversee ramp operations, including aircraft marshaling, baggae handling, and loading/unloading.
- Coordinate with ground crews to ensure safe, on-time aircraft turnaround
- Monitor GSE (Ground Support Equipment) usage and maintenance.
- Ensure compliance with safety and security protocols on the ramp.
- Manage irregular operations such as aircraft diversions, mechanical issues, or weather disruptions.
General/Shared Duties:
- Act as the primary decision-maker and point of contact during the shift.
- Conduct shift briefings and debriefings for operational staff.
- Maintain cleat communication between departments and with airline partners.
- Complete operational reports and incident documentation as needed.
- Train, coach, and mentor frontline supervisors and staff.
- Maintain a safe work environment and participate in required safety audits.
Minimum Requirements
- 3 years of experience in ground operations or ramp services, with at least 1 year in a supervisory or leadership role.
- High school diploma or equivalent; bachelor’s degree in aviation, logistics, or a related field preferred.
- Understanding of ramp operations, safety protocols, and FAA regulations.
- Strong leadership, communication, and problem-solving skills.
- Valid driver’s license; ability to obtain airport security badge.
- Ability to work irregular hours, including weekends and holidays.
Preferred Skills
- Ability to operate equipment and hold necessary licensing (if applicable).
- Ability to perform specific responsibilities related to your shift.
- Reports to work on a regular and timely basis
Physical Requirements/Working Conditions
- Ability to lift 70 lbs
Perks & Benefits
- Want your pay in advance? Access your pay when you need it through DailyPay app!
- Are you a top performer who thrives on recognition? On the spot awards offered through the Awardco Platform including gift cards and more!
- Need quality medical care? Multiple options for both full and part-time employees!
- Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
- Looking to stay healthy and improve your life? Wellness Programs offered to all employees!
- Want to invest in your future? 401k program offered!
- Looking to grow and have a career with us? Opportunity for Internal Mobility and transfers available!
WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.