Supervisor, Terminal Services

CLASS SUMMARY:

Supervises Airport Services personnel and oversees daily terminal service operations, including workforce deployment, passenger assistance functions, gate management support, operational coordination, and customer experience initiatives to ensure safe and efficient airport operations. This position will have a varied schedule based on operational needs and be on-call to respond to emergency events.

ESSENTIAL DUTIES:

• Supervises, delegates and reviews assigned work.  Provides coaching, counseling and staff development. Evaluates performance and applies organizational policies and procedures.
• Plans, deploys, and adjusts staffing resources to ensure effective operational coverage and service delivery based on passenger volumes, flight activity, operational priorities, and changing airport conditions.
• Provides operational oversight of Airport Services functions, including curbside operations, parking enforcement, checkpoint queue management, passenger assistance, baggage support, luggage cart management, FIS support, and related passenger-facing services.
• Monitors passenger activity, service levels, facility conditions, and operational disruptions; adjusts resources and coordinates response efforts to maintain safe, efficient, and customer-focused operations.
• Maintains a visible presence throughout airport facilities and engages employees, passengers, and stakeholders to identify operational needs, service opportunities, and emerging issues.
• Serves as a liaison with Airport Operations, airlines, TSA, CBP, ground handlers, contractors, and other stakeholders to coordinate passenger-facing operations and resolve operational challenges.
• Supports airport gate-management activities by monitoring gate utilization and operational conditions, coordinating gate assignments and adjustments, and facilitating resolution of gate related conflicts and disruptions.
• Communicates significant operational impacts, resource needs, and gate-related issues to stakeholders and escalates concerns as appropriate.
• Represents Terminal Services and Customer Experience on assigned projects, facility improvements, operational initiatives, and planning efforts affecting passenger services and terminal operations.
• Collaborates with internal and external stakeholders to evaluate project impacts, support implementation activities, and coordinate passenger flow, wayfinding, communication, and operational readiness efforts.
• Monitors operational performance, passenger feedback, employee input, and service metrics to identify trends, recommend improvements, and support continuous improvement initiatives.
• Promotes and reinforces customer experience standards and supports implementation of new service initiatives, technologies, procedures, and performance measures.
• Supports departmental planning, budgeting, procurement, workforce planning, emergency operations, and resource management, and provides recommendations regarding equipment, technology, supplies, and other operational needs.
• Performs other duties of a similar nature and level as assigned.

EDUCATION & EXPERIENCE:

Minimum Education: Associate’s degree
Preferred Education: Bachelor’s degree
Details:
Aviation management, business administration, hospitality, transportation, public administration, or a related field.
Minimum Years of Direct Experience: 3
Details:
Progressively responsible experience in airport operations, airline operations, customer service, transportation, hospitality, or a comparable high-volume operational environment; or an equivalent combination of education, training, and experience.
Minimum Years of Supervisory Experience: 3
Or, an equivalent combination of education and experience sufficient to successfully perform the
essential duties of the job such as those listed above.

LICENSING/CERTIFICATIONS:

Required
• Valid driver's license
• Maintain Security Identification Display Area (SIDA) clearance
• Obtain and maintain position appropriate NIMS & emergency training

Additional Security Levels Required
• Ability to obtain and maintain position appropriate Federal security clearance

Airfield Driving
This position requires driving on the airfield ramps.

DEMONSTRATED KNOWLEDGE OF:

• Providing leadership, work direction, or supervision to employees
•  Working effectively in a dynamic, customer-facing operational environment
• Airport gate management, gate utilization, airline scheduling, or common-use airport operations
• Supporting airport construction, facility, planning, or operational-readiness projects
• Collaborating with TSA, CBP, airlines, ground handlers, or other airport stakeholders
• Airport terminal operations, passenger processing, curbside operations, security checkpoint environments, and customer-service principles.

DEMONSTRATED SKILL IN:

• Strong leadership, coaching, and employee-development skills
• Strong situational awareness and ability to make sound decisions in a dynamic operational environment
• Prioritizing competing passenger, staffing, airline, and operational needs
• Strong interpersonal, written, and verbal communication skills
• Developing productive relationships with airlines, regulatory agencies, contractors, and internal airport departments
• Reviewing projects and operational changes from both passenger-experience and operational perspectives
• Strong problem-solving and conflict-resolution skills
• Interpreting and apply organizational policies, procedures, and operating standards
• Analyzing basic operational data and identify trends and improvement opportunities
• Managing multiple priorities and projects while maintaining day-to-day operational responsibilities