Director, Passenger Mobility Risk

The Director, Passenger Mobility Risk, is responsible for leading the development and execution of strategies that reduce passenger mobility-related incidents resulting in less litigation exposure, operational incidents, associated financial exposure & possible adverse reputational impact across the Americas region

Reporting directly to the SVP, Risk Americas, this role serves as the enterprise leader for wheelchair-related risk management, accessibility compliance, mobility aid protection, prevention and operational risk mitigation. The Director will work collaboratively with Operations, Safety, Legal & Insurance Commercial, Human Resources, airline customers, and station leadership teams to identify emerging risks, implement preventative controls, improve service and drive measurable reductions in claim frequency and severity.

The role combines risk management, operational oversight, regulatory compliance, analytics, training, and continuous improvement to establish industry-leading practices that protect passengers, employees, airline customers, and the organization.

• Develop and execute the Americas strategy for reducing wheelchair, accessibility, and passenger mobility-related
• Identify emerging risks and implement mitigation strategies designed to reduce frequency and severity of incidents.
• Identify emerging risks and implement mitigation strategies designed to reduce frequency and severity of incidents.
• Establish preventative controls and corrective action programs for high-risk locations.
• Monitor effectiveness of mitigation initiatives and drive continuous improvement.
• Serve as the enterprise subject matter expert for passenger mobility-related risk.
• Develop governance frameworks, standards, policies, and controls supporting safe and compliant passenger assistance operations.
• Facilitate risk assessments focused on wheelchair services, passenger transfers, mobility aid handling, and accessibility operations.
• Partner with regional and station leadership teams to ensure consistent execution of established standards.

• Provide leadership and oversight related to accessibility compliance and mobility assistance requirements.
• Monitor regulatory developments, industry best practices, and customer expectations.
• Support internal reviews, customer audits, regulatory inquiries, and investigations into incidents and events related to passenger mobility transport and handling.
• Drive corrective actions related to accessibility complaints, service failures, and operational deficiencies.

• Partner with Operations teams to improve performance across all passenger mobility services.
• Develop operational standards and best practices that improve service delivery, efficiency, and consistency.
• Facilitate and lead station audits and reviews focused on risk reduction and service quality.

• Establish enterprise standards governing the handling, transport, storage, tracking, and protection of passenger-owned mobility devices.
• Drive programs that improve accountability and reduce mobility aid damage incidents.
• Implement controls and reporting mechanisms that strengthen chain-of-custody management.
• Partner with airline customers to improve mobility aid handling processes and service outcomes.

• Develop and maintain executive dashboards and reporting tools related to mobility-related risk and claims performance.
• Utilize data analytics to identify trends, performance gaps, operational exposures, and improvement opportunities.
• Support implementation of technology solutions that enhance dispatching, tracking, reporting, and operational visibility.
• Present regular performance updates to executive leadership and key stakeholders.

• Partner with Learning & Development and Operations to establish best-in-class training and certification programs.
• Promote a culture focused on safety, accountability, dignity, and exceptional customer service.
• Support operational leaders through coaching, training, and implementation of risk reduction initiatives.
• Ensure front line teams understand expectations related to accessibility, passenger care and mobility assistance
• Promote a culture that balances passenger dignity, accessibility, customer service, and operational safety.
• Serve as a strategic partner to airline customers regarding wheelchair services, accessibility programs, and passenger mobility…