JOB DESCRIPTION
Position Title: Operations ManagerDepartment: OperationsLocation: Dulles, VAReports To: Stations Managing Director
Objective:
The Operations Manager is responsible for managing daily airport operations while supervising all operative staff, to ensure safe, compliant and efficient service delivery. This role oversees multiple operational functions such as security, skycaps, porters and frontline teams. This role serves as the primary on site authority during active operations. Key responsibilities include proactive workforce and schedule management, budget oversight, client relationship management, KPI performance monitoring, and in the moment crisis management to resolve operational disruptions.Essential Functions:
Manages the daily operation at the airport and supervises the staff.Develop, changes and approves schedules for all operative employees at Dulles International Airport (IAD).Ensures that service expectations are being met according to each client agreement, through inspecting gates, positions and areas where the staff is working.Maintain budget assigned for all operative hours and find opportunities to utilize the budget and find possible savings.Maintain a minimum level of complaints and provides quick solutions when service expectations are not met.Maintain a wheelchair count up to date and any other valuable equipment.Ensures all changes in services and operations (time changes, cancellations, delays and/or extra services) are communicated to the staff and all positions and services are covered. Ensure all indicators align with the company KPI, such as client satisfaction, overtime Hours, are met.Maintain a favorable working relationship with all clients and employees by fostering a cooperative and respectful work environment that supports employee morale, productivity, and operation effectiveness. Projects a favorable image of the companies to promote its aims and objectives and foster and enhance public recognition and acceptance of all of its areas of endeavor.Keeps immediate supervisor fully formed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.Ensures all employees follows company policies and regulations (including attendance, uniform and security procedures).Participates in daily, weekly, monthly and annual planning process as appropriate.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Competencies
LeadershipTeamwork OrientedStress Management/ComposureEthical ConductGood CommunicationCustomer/Client FocusedSupervisory ResponsibilityThis position supervises Security, Skycaps, Porters, Supervisors and any other operations position.Work EnvironmentThis job operates in airport environment. This role routinely uses standard office equipment such as computers, tablets, phones, photocopiers, filing cabinets and fax machines.Physical DemandsThis position is highly active and requires prolonged standing, walking and sitting. Occasional physical exertion may be required while assisting staff or addressing operational needs.Position Type and Expected Hours of Work This is a full-time position.
Days and hours varies. No travel is expected for this position.Required Education and Experience
Bachelor’s Degree or related experience.Minimum of 2-3 years’ experience in customer service.Prior experience supervising and/or leading frontline operational staff in aviation or operations environment. Additional Eligibility Qualifications
Ability to pass a background check and drug test.Computer proficiency in MS Office applications including Word, Excel and Outlook.Ability to read, write and speak English; bilingual capability is a plus.Strong interpersonal skills with the ability to maintain productive relationships with employees and 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 CBP seal and pass the criminal background check to obtain the airport ID.Other DutiesDuties, 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.
