JOB DESCRIPTION
Position Title:Supervisor, Passenger ServicesDepartment: Passenger ServicesLocation:Dulles Airport (On-Site)Reports To
:
Passenger Services, Manager
Objective
The Supervisor of Maximus Global Services is responsible for overseeing and ensuring smooth day-to-day airport operations while delivering safe, compliant and high-quality passenger services. This role provides direct leadership to Leads, Trainers and Passenger Service Agents to ensure operational readiness, accurate flight coverage, proper staffing, and adherence to airline, TSA and CBP requirements. Key elements of this position include constant communication, proactive operational planning, employee development and real-time issue resolution.
Essential Functions
- Prepare a daily employee staffing list and operational plan at least one day prior to scheduled operations; make adjustments with sufficient notice as operational needs change.
- Deliver daily plans and work assignments to Coordinators, Leads and Agents prior to the start of each operation.
- Ensure all employees follow airline procedures, TSA security requirements, CBP regulations and all applicable airport and client standards.
- Provide timely updates to personnel regarding flight changes, delays, cancellations and other operational irregularities.
- Maintain active communication with airline management to ensure service delivery meets contractual and performance standards.
- Address and resolve issues related to personnel performance, customer service, operations and client concerns.
- Ensure all personnel training and certifications remain current and compliant with regulatory and company requirements.
- Communicate operational irregularities, incidents and service requests to management in a timely manner.
- Deliver a detailed end-of-shift report to management with a full recap of the operation.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Competencies
- Teamwork Orientation
- Stress Management and Composure
- Ethical Conduct
- Clear and Professional Communication
- Customer Service Excellence
- Leadership and Accountability
Supervisory Responsibility
This position directly supervises Passenger Service Agents working at airport counters and gates, as well as Leads and Trainers assigned to daily operations.
Work Environment
This role operates in a professional airport environment. The use of a company vehicle is required. Supervisors routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, as well as radios or mobile devices for real-time operational coordination.
Physical Demands
This position is highly active and requires prolonged standing, walking, sitting and driving. The employee must occasionally lift and/or move items weighing up to 70 pounds.
Position Type and Expected Hours of Work
This is a full-time, on-site position. Typical days and hours of work vary by operational needs and flight schedules. Shifts may change at any time, including early mornings, late evenings, weekends and holidays. No travel is expected for this position.
Additional Eligibility Qualifications
- Ability to pass a background check.
- Computer proficiency in MS Office applications including Word, Excel and Outlook.
- Ability to read, write and speak English fluently.
- Strong interpersonal skills with the ability to maintain productive relationships with employees and airline clients.
- Working knowledge of management practices and principles.
- Strong critical-thinking and situational-awareness skills with the ability to make timely and appropriate decisions under pressure.
Security Clearance (if applicable)
Must be eligible for a CBP Seal and successfully pass the criminal background check required to obtain an airport ID badge.
Other Duties
Duties, responsibilities and activities may change at any time with or without notice.Maximus Global Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
