Passenger Service Agent Supervisor

IAD VIRGINIA, 23941 Cargo Dr, Dulles, Virginia, United States of America

Posted Thursday, July 16, 2026 at 4:00 AM

Supervisor responsibilities include:

• Establish and maintain effective communication with all airline customers to best assess their needs.
• Proactively serve as liaison between dnata and all airline customers in resolving customer issues.
• Plan and monitor Passenger Service labor and operational expenses, as well as other relevant financial activity.
• Ensure station operates in compliance with all company policies and procedures, and adhere to the company's mission, vision, and values statements.
• Ensure consistent practices and processes are utilized in asset management, financial reporting, state, and local government regulations.
• Direct a management and supervisory staff responsible for the primary business functions at the Station.
• Direct and participate in the acquisition, training, and on-boarding of team members.
• Leverage knowledge of all SLA and SGHA's for current and future customers to deliver on our commitments.
• Develop teams to improve work performance and maximize potential through succession planning, KPI achievement, coaching, ongoing training, and mentoring.
• Establish and maintain a structured communication process between departments, groups, and team members to support the Station's commitments to customers, individuals, and our Company.
• Regularly interact and obtain feedback from customers to promote the Station and measure the level of customer satisfaction to improve capabilities and processes.
• Ensure appropriate staffing levels are maintained through proper use of flight and personnel schedules.
• Encourage employee suggestions and involvement in the improvement and growth of the Station.
• Responsible for financial management including capital expenditures, forecasting, budgeting, audit performance and expense management.
• Develop new business plans with capital requirements and anticipated performance.
• Carry out management responsibilities in accordance with the organization's policies and applicable laws.
• Related duties as assigned.

• 3+ years of airline/aviation related experience and/or training.
• Full knowledge of airline Passenger Service handling procedures, aviation safety and security procedures.
• Analytical and organizational skills.
• Proficient in Microsoft Office.
• Must be comfortable working nights, weekends, and holidays.
• Possess/maintain a valid state driver's license and other FAA/Airport required identification/seals or authorizations.