Terminal Operations Manager

Overview

This position serves as management’s on-site authority, providing continuous oversight of airfield, terminal, and landside operations to ensure safety, compliance and operational efficiency with a customer service focus. Acting as management’s on-the-ground liaison, the role actively monitors conditions, identifies issues in real time, and delivers timely, accurate reporting to leadership ensuring situational awareness to support informed decision-making. The position also maintains detailed operational records, documenting facility access, vendor work activities including scope and duration on site, and operational impacts to ensure accountability, transparency, and a reliable operational history.

• Provides leadership and direction to a diverse team of airport staff, including airside and terminal operations managers, supervisors, and frontline employees, ensuring cohesive teamwork and safe and efficient operations.
• Manage daily terminal operations with a customer-service focus, including passenger flow, curbside activity, sterile/secured area coordination, and public-use areas.
• Oversee landside operations with a customer-service focus, including ground transportation, parking coordination, curbside management, commercial vehicle operations, and roadway activity.
• On site oversight of vendors and consulting services to include documentation of work activities and work duration.
• Lead airline gate planning, gate utilization, and coordination with airline station managers to optimize operational efficiency and minimize delays.
• Coordinate gate assignments, irregular operations (IROPs), diversions, and schedule disruptions in collaboration with airlines and Airport Operations.
• Serve as the on-site operational liaison with airlines, terminal tenants, concessions, and service providers.
• Coordinate and track terminal-related construction activities and tenant improvement projects to minimize operational impacts.
• Conduct and oversee terminal and landside inspections to ensure facilities are safe, clean, operational, and compliant.
• Responsible for the development and implementation of a comprehensive daily terminal and landside inspection program inclusive of daily detailed reports along with necessary follow-up until items are closed.
• Support emergency response activities affecting terminal and landside operations, including weather events, security incidents, and irregular operations.
• Collaborate with Public Safety, Airport Operations, Facilities, Infrastructure, and Maintenance to ensure integrated operational response.
• Advocates for a customer-centric approach, ensuring a positive experience for passengers and airlines.
• Engages with the public to gather feedback and address concerns, fostering a positive public image and building trust with the community.
• Provide exceptional customer service—internal and external—while maintaining a professional, friendly, and courteous demeanor at all times to ensure a positive experience, to include assistance with lost and found.
• Helps identify capital improvement opportunities to enhance operational efficiency and elevate customer service standards, stays current on industry and regulatory trends to inform technological advancements.
• Ensure airport's successful passage of necessary testing and inspections by applicable outside agencies.
• Perform other related duties as assigned in support of airport operational objectives.