Airport Operations Manager

1 day ago

Orlando Florida, United States Porter Airlines Inc. Full time

Job Summary:

The Airport Operations Manager is a key member of the Airport Operations leadership team and is responsible for ensuring the safe and efficient execution of aircraft turns, passenger service, ground handling, and team member experience within the airport. This role works collaboratively with the carrier's designated ground handler to provide a safe, on-time, and positive customer experience.

Key Responsibilities:

  • Oversee and provide support to the airport operation
  • Identify and eliminate barriers that interfere with the airport's ability to properly execute the turn
  • Ensure there are appropriate staffing levels in line with the contract and take actions to correct if deficiencies exist
  • Ensure that the necessary equipment required for the operation is available and serviceable
  • Ensure cross-functional alignment between various departments to enable a seamless operation
  • Observe and direct the customer service experience, passenger interactions at the check-in counter, departure gates, and arrivals/baggage to ensure customer service is aligned with Porter's standards and values
  • Ensure that the appearance of Porter dedicated staff at the airport corresponds to Porter standards
  • Answer questions and provide guidance to the ground handling team on the flow of turn, operating standards, and best practices
  • Foster initiative and the efficient coordination and flow of manpower to ensure that the airport operates reliably
  • Engage with the airport operation to promote operational decision-making, critical thinking, adherence to standards, and problem-solving
  • Proactively ensure that all required aspects of the turn are in position to achieve an on-time departure, including briefings, manpower, equipment, regulatory signage, grooming, fueler, catering, and supplies
  • Communicate and collaborate with other operating departments, such as Crew, SOCC, MOC, local AME's, Station Support, and Customer Support Desk
  • Maintain and update airport contact lists and system access to ensure ground handler staff have access to the applicable Porter systems
  • Ensure ground handler participation in daily operational update meetings
  • Ensure ground handler compliance with baggage procedures, including scanning and use of the baggage reconciliation system, rush bags, mobility aids, bag pulls, deliveries, communication with passengers, completing/updating WorldTracer, and Google forms
  • Direct the ground handler during Irops and oversales/overbookings to mitigate the impact and recover quickly
  • Care and upkeep of Porter assets, such as scanners, computers, ballast mats, shoring boards/straps, and tow bars
  • Maintain station information current in the operations control system, including delay coding, gate information, and contact details
  • Ensure that Porter's service offering, including the change of experience to Porter Reserve for selected customers, is consistently applied
  • Identify items to be addressed and provide feedback and observations to AO Leadership via email, Google form, and meetings
  • Conduct regular after-action reviews with the airport following observations to ascertain what went well and should be reinforced/repeated and the causes of operational and service misses so it can be corrected going forward
  • Trending causes of misses should be raised with AO Leadership to be addressed as part of our continuous improvement approach to operations in our contracted airports
  • Ensure that Porter product and safety philosophy and core values are known and implemented by all staff
  • Assist in the training of team members and leads
  • Conduct audits in conjunction with Airports QA to ensure compliance with safety, reliability, service, and regulatory standards and guidelines
  • Ensure the safe operation of the airport. Monitor and enforce compliance with safety protocols. Advise Leadership or escalate immediately when protocols are not followed
  • Actively participate in Porter's Safety Management System (SMS), including reporting hazards and incidents encountered in daily operations; understands and promotes the Company's Safety Policy
  • Actively work to maintain healthy Team Member Engagement levels
  • Model behaviors consistent with Our: Values and Porter's Respect and Dignity Policy. Ensure all Team Members follow this example
  • Develops and maintains a climate that attracts, retains, and motivates top talent
  • Assist in the training of Team Members and Leads

Behavioral Competencies:

  • Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others
  • Teamwork: Working collaboratively with others to achieve organizational goals
  • Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers)
  • Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise
  • Results Focus: Focusing efforts on achieving high-quality results consistent with the organization's standards
  • Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus

Qualifications:

  • 5 years airline experience in either customer service or ramp. If experienced in only one of these areas, must learn the other within three months of joining Porter in order to provide the airport with proper supervision
  • 2 years of leadership experience
  • Able to obtain and hold all required security clearances, airport passes, and customs clearances
  • College diploma or equivalent experience
  • Able to effectively plan and manage resources, both people and time
  • Able to work irregular hours
  • Able to lead under pressure
  • Strong leadership and communication skills

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