Job summary
Passenger Services Managers provide strategic and operational leadership for the passenger services function, ensuring safe, efficient and high-quality services across all passenger touchpoints. They work closely with airport stakeholders, airline partners, and internal teams to drive performance, lead change initiatives, and foster a culture of excellence and accountability.
Roles responsibilities
- Lead and manage the passenger services department, including Duty Managers, Team Leaders, and frontline staff
- Develop and implement operational strategies to meet SLAs and performance targets
- Build strong relationships with airline clients, airport authorities, and third-party service providers
- Ensure full compliance with all regulatory, safety, and security requirements
- Lead service recovery efforts and manage high-impact disruptions or incidents
- Mentor team performance and provide on the job coaching.
Technical skills
- In-depth knowledge of airport and airline operations, including Departure Control Systems (DCS), baggage systems, and terminal processes
- Strong understanding of aviation safety, security, and regulatory compliance frameworks
- Experience managing large teams and complex, shift-based operations
- Proficient in operational reporting, KPI tracking, and root cause analysis
- Familiarity with workforce planning tools and budget control systems.
Soft skills
- Strategic leadership with the ability to inspire, influence and motivate at all levels
- Excellent communication, negotiation, and stakeholder engagement skills
- Strong analytical thinking and confident decision-making under pressure
- Resilient, adaptable, and solutions-focused in a dynamic operational environment
- Passionate about people development and building high-performing teams
You’ll love this job if you enjoy…
- Leading large, diverse teams in a fast-paced airport environment
- Making strategic decisions that directly impact the passenger experience
- Building strong partnerships with airlines and airport stakeholders
- Driving operational excellence and continuous improvement
- Solving complex challenges and leading teams through change
- Creating a culture where people feel empowered, supported, and proud of their work
A day in the life
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