Passenger Service Manager

Responsibilities

• Lead and support passenger service teams to deliver exceptional customer experiences.
• Ensure compliance with TSA, FAA, and airline policies, procedures, and service level agreements.
• Oversee staffing, scheduling, and training to meet operational demands.
• Monitor daily flight activities to ensure on-time performance and service quality.
• Conduct performance reviews, coach supervisors, and foster professional development.
• Manage incident reports, customer feedback, and corrective action plans.
• Liaise with airline customers, airport authorities, and internal departments to resolve issues and maintain strong relationships.
• Maintain records, reports and documentation in accordance with company and regulatory requirements.
• Promote a strong culture of safety, teamwork, and accountability throughout the station.

• Bachelor's degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to speak/write and be understood by peers, internal and external customers.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
• Ability to stand, walk, and move throughout the terminal and ramp areas for extended periods.
• Must be able to list, push, pull and carry items up to 35 pounds.
• Comfortable working in various weather conditions including heat, cold, rain, and snow.
• Able to bend, kneel, and reach as required to assist passengers or access equipment.
• Must have sufficient visual acuity to read documents, screens, and operational materials.
• Able to hear and communicate clearly in a high-noise airport environment.
• Ability to work flexible hours, including nights, weekends, and holidays to support operational needs.
• Must be able to remain alert and responsive during irregular operations or extended shifts.