The General Manager, Airport Operations leads all airline customer service ground handling operations at San Francisco International Airport. This senior leadership role is responsible for overseeing comprehensive passenger service delivery, managing large-scale operations, driving business growth, and ensuring exceptional customer experience across all client airline accounts including terminal services, passenger assistance, and ground support operations.
Reports to: Corporate Director
Employment Type: Full-time, Exempt
Key Responsibilities
Strategic Leadership
- Develop and execute strategic plans for airline customer service ground handling operations across multiple airline partners
- Establish long-term vision and operational goals aligned with company objectives and airline partner requirements
- Lead organizational change initiatives and drive continuous improvement across all customer service functions
- Represent the company in meetings with airline clients, airport authorities, and regulatory agencies
- Identify new business opportunities and expansion possibilities in customer service ground handling
Operations Management
- Oversee all customer service ground handling operations including passenger check-in, gate services, baggage handling customer support, boarding assistance, and special services
- Ensure compliance with airline service level agreements (SLAs) and exceed customer satisfaction targets
- Maintain operational efficiency while delivering exceptional customer experiences across multiple airline partners
- Implement best practices and innovative customer service solutions
- Monitor and optimize key performance indicators including on-time performance, customer satisfaction, and operational metrics
- Maintain regular interaction with airline management and airport authorities
- Ensure compliance with all applicable laws, regulations, and safety standards
- Develop and maintain comprehensive risk management programs
Leadership and Talent Management
- Lead, inspire, and develop a management team of 8-12 direct reports including Assistant Station Managers, Operations Managers, Account Managers, and Supervisors
- Build high-performing teams across all passenger service functions with focus on leadership development and succession planning
- Establish performance management systems and accountability frameworks for 200+ team members
- Foster a culture of excellence, innovation, and customer-centricity throughout the organization
- Oversee recruitment, retention, and professional development strategies for the San Francisco station
Business Development and Client Relations
- Cultivate and maintain strategic relationships with client airlines and key stakeholders
- Lead service agreement negotiations and contract discussions with airline clients
- Drive revenue growth through service excellence and business expansion opportunities
- Develop proposals for new airline clients and service contracts
- Manage multiple airline partnerships serving 15+ million annual passengers
Financial Management
- Manage profit and loss responsibility for passenger service ground handling operations with annual budget to be determined by working with the EVP of Finance and Operations
- Develop annual budgets, financial forecasts, and comprehensive business plans working with the Executive Vice President of Finance and Operations
- Monitor financial performance and implement cost optimization strategies while maintaining service quality
- Identify and mitigate operational, financial, and reputational risks
Quality Assurance and Compliance
- Establish and maintain comprehensive quality management systems for passenger service operations
- Ensure compliance with TSA, FAA, and other aviation regulations, safety standards, and industry certifications
- Implement customer feedback systems and service recovery programs
- Oversee audit processes and regulatory compliance initiatives
- Maintain the highest standards of safety, security, and customer service across all operations
