Operations Manager Passenger Services

Overview

The Operations Manager, Passenger Assist oversees the daily delivery of wheelchair, mobility, and passenger-escort services at the assigned airport station. This hands-on leader manages staffing, dispatch, safety, service performance, equipment readiness, employee development, and airline relationships. The role requires a visible presence in the terminal and calm, decisive leadership during peak flight banks and irregular operations.

Hours: Afternoon Hours, Requires Weekend Availability

Pay: $72,384 / Annually

The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data.

You may be eligible to participate in a Company incentive or bonus program.

Benefits: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit

Recruiting Flyer - Staff & Mgmt (https://media.abm.com/wp-content/uploads/AnnualBenefitFlyers/Recruiting%20Flyer%20-%20Staff%20&%20Mgmt.pdf)

Responsibilities

What You Will Do

• Lead daily Passenger Assist operations across terminals, gates, security checkpoints, baggage claim, curbside areas, and other designated service locations.

• Plan and adjust staffing based on flight schedules, service demand, employee callouts, gate changes, cancellations, delays, and weather.

• Oversee dispatch activity to ensure assistance requests are assigned, monitored, escalated, and completed within service standards.

• Monitor passenger wait times and resolve delayed pickups, missed connections, complaints, equipment issues, and other service failures.

• Coach supervisors, leads, dispatchers, and frontline employees on safety, attendance, service quality, productivity, and respectful passenger interactions.

• Conduct safety observations, equipment inspections, incident investigations, and corrective-action follow-up.

• Maintain compliance with company policies, airline procedures, airport security requirements, badging rules, and required training.

• Build effective relationships with airline station leadership, airport partners, security personnel, vendors, and internal support teams.

• Manage labor, overtime, timekeeping, supplies, equipment, and other controllable operating expenses.

• Track service, safety, staffing, training, customer, and equipment metrics; use results to improve performance.

What You Bring

• High school diploma or equivalent.

• Three or more years of progressively responsible experience in airport, airline, ground-handling, passenger-assistance, transportation, hospitality, or another high-volume service operation.

• Two or more years of frontline supervisory or management experience, including responsibility for staffing, employee performance, and customer escalations.

• Ability to interpret flight schedules, staffing plans, service data, and operational reports.

• Proficiency with Microsoft Outlook, Word, Excel, Teams, and workforce-management, timekeeping, or dispatch systems.

• Ability to obtain and maintain required airport badges, clearances, and access privileges.

• Availability to work early mornings, evenings, overnights, weekends, holidays, and extended hours based on operational needs.

How Success Is Measured

Passengers wait and response times • On-time completion • Missed or delayed pickups • Customer feedback • Safety incidents and near misses • Attendance and turnover • Training and badging compliance • Equipment availability • Overtime and labor productivity • Corrective-action completion

Qualifications

Preferred Qualifications

• Airport, airline, ground-handling, or wheelchair and mobility-assistance management experience.

• Associate or bachelor’s degree in Aviation Management, Business Administration, Hospitality, Transportation, Operations Management, or a related field.

• Experience with service-level agreements, labor forecasting, union operations, and passenger-assistance or dispatch platforms.

• Bilingual or multilingual communication skills relevant to the station’s passenger population.

Work Environment and Physical Requirements

This role regularly works throughout terminals, concourses, gates, passenger boarding bridges, checkpoints, baggage-claim areas, curbside zones, offices, and equipment-storage areas. The manager must be able to stand and walk for extended periods; communicate by radio, telephone, mobile device, and in person; work around crowds, announcements, moving equipment, and changing temperatures; and occasionally maneuver an unoccupied manual wheelchair or lift operational supplies up to [verified weight] pounds. Essential functions may be performed with or without reasonable accommodation.

REQNUMBER: 171047

ABM is proud to be an Equal Opportunity Employer qualified applicants without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.