Director - Airport Operations Customer Service

Director - Airport Operations Customer Service

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Description

Primary Responsibility:

Provide strategic leadership and operational oversight for all aspects of station performance and service delivery in the concourse environment for the above the wing operation. The Director will collaborate with the Managing Director of Customer Service to achieve budgeted financial objectives while building and maintaining an effective, engaged workforce of union, management, and administrative employees. Partner with union leadership to ensure fair administration of collective bargaining agreements and foster positive labor-management relations. Drive results through leadership, alignment, and motivation. This is an an onsite role in Chicago at ORD.

Station Operational Performance

• Drive reliability metrics including TCI, STAR, MST, Contribution, and MBT
• Oversee NPS metrics related to customer experience
• Oversee the Customer experience and signature touchpoints and SOP’s followed in the Lobby, Gates and Baggage
• Ensure training goals are met with quality training
• Lead service recovery/IRROPS events

Station Safety And Security

• Achieve aircraft damage and lost-time injury (LTI) goals
• Support PPBM and bag compliance initiatives
• Oversee accident investigation and reporting
• Participates in review boards (PRB, SRB, ARB)
• Serve as liaison with government agencies including TSA, Airport Authority, CBP, Police, Fire, FBI, DPU, and FAM

Employee Activities

• Foster a courteous, caring, and respectful work environment
• Implement training programs including mandatory, recurrent, and ad-hoc training
• Drive employee engagement and enablement
• Lead cohesive recognition programs
• Support talent management and succession planning
• Drive issue resolution processes across all areas of responsibility

Financial Performance

• Manage portion of combined budget ($50-60M)
• Ensure cost control and achievement of expense and capital budgets
• Manage manpower delivery against plan
• Drive upsell performance to meet or exceed station goals

Qualifications - Minimum Qualifications

• Bachelor’s degree required (or equivalent combination of education and relevant operational leadership experience).
• Minimum 8+ experience in an airline operations environment.
• 3+ years of leadership experience
• Direct experience managing union-represented employees and applying collective bargaining agreements.
• Proven accountability for operational performance, including service metrics, staffing models, and budget management.
• Experience leading safety programs and ensuring compliance with regulatory, corporate, and departmental policies.
• Experience leading cross-functional coordination across airport operations, customer service, and support teams.

Leadership & Competencies

• Demonstrated success in building high-performing teams through coaching, performance management, and talent development.
• Strong decision-making capability in fast-paced, irregular operations environments.
• Proven ability to implement continuous improvement initiatives that drive measurable results.
• Strong knowledge of operational systems, logistics planning, and workforce management tools.
• Excellent written, verbal, and interpersonal communication skills with the ability to influence at all levels.
• Commitment to fostering a culture of safety, accountability, and service excellence.
• Ability to support a 24/7 operation, including weekends, holidays, and required travel.

Preferred Qualifications

• Bachelor’s degree
• Minimum 8 years of managerial experience in an airport hub (above or below wing)
• Six Sigma Green Belt Certification
• Strong knowledge of hub operations including customer service, ramp operations, and business acumen

Key skills/competency

• Airport Operations Leadership
• Customer Service Management
• Union Relations
• Budget Management
• Performance Metrics
• Safety Program Management
• Service Recovery Planning
• Talent Development
• Cross-functional Coordination
• Regulatory Compliance