General Manager

Job Summary

The General Manager is responsible for overseeing all aspects of ground handling operations, with a focus on wheelchair assistance, ramp services, and cabin cleaning for airline partners. This role ensures compliance with safety regulations, operational efficiency, and exceptional customer service delivery. The General Manager will lead a diverse team, maintain strong relationships with airline clients, and drive continuous improvement in service quality, employee engagement, and profitability.

We are looking for applicants who are flexible and can work days, nights, holidays, and weekends as needed.

Key Responsibilities and Duties

• Oversee daily ground handling operations, including wheelchair services, ramp operations (baggage handling) and cabin cleaning.
• Ensure timely and efficient service delivery to meet airline schedules and service-level agreements (SLAs).
• Develop and implement operational procedures to enhance efficiency and reduce service disruptions.
• Monitor key performance indicators (KPIs) and prepare reports for airline partners and senior management.

Safety and Compliance

• Ensure full compliance with airport regulations, airline policies, and local and international aviation standards (IATA, FAA, etc.).
• Promote a safety-first culture by implementing and enforcing safety policies and conducting regular audits.
• Manage incident reporting and implement corrective actions to prevent future occurrences.

Client and Stakeholder Management

• Act as the primary point of contact for airline partners, ensuring client satisfaction and addressing concerns in a timely manner.
• Build and maintain strong relationships with airport authorities, airline representatives, and other stakeholders.
• Negotiate and manage service contracts with airline partners, ensuring profitability and sustainability.

Team Development

• Lead, motivate, and manage a diverse team, including supervisors, wheelchair agents, and cabin cleaning staff.
• Oversee recruitment, training, and performance management to ensure high service standards.
• Foster a culture of accountability, teamwork, and continuous improvement.

Financial Management

• Manage the budget for ground handling operations, ensuring cost control and profitability.
• Analyze financial reports and take appropriate actions to improve operational efficiency and revenue generation.
• Identify opportunities for growth and service expansion to increase revenue streams.

Service Quality and Customer Experience

• Ensure that all ground handling services are delivered to the highest standards of quality and professionalism.
• Drive continuous improvement programs to optimize service delivery and operational performance.

Key Qualifications

•  Bachelor’s preferred, but not required
• Proficiency in Microsoft Office Suite (PowerPoint, Word, and Excel skills)
• At least 5 years of Station Manager, Account Manager, or Operation Manager experience
• Fully conversant with passenger service handling procedures, aviation safety, and security procedures

What you will need?

•  Ability to speak and understand Spanish / English
• Strong communication skills and ability to effectively interact with senior airline, airport, and other stakeholder personnel at the airport
• Ability to plan, organize, and implement in a dynamic environment
• Financially and commercially astute with experience and a strong grasp of financial practices including P&L responsibility
• Excellent leadership and people management skills
• Requires flexibility to work additional hours beyond the regular shift, on short notice, and as needed during irregular operations.
• Must be able to obtain a SIDA Badge from the airport
• Must pass a pre-employment drug screen and background check.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The noise level in the work environment is typical of that of an office. Incumbents may encounter frequent interruptions throughout the workday.

Physical Demands

This is largely a sedentary role and requires being able to remain in a stationary position for prolonged periods of time. Occasionally, the person in this position is required to move/traverse inside the office to access file cabinets, office equipment, etc. The person in this position regularly communicates with others in person, by pho ne, or by correspondence.

EEOC

Grupo Eulen is an equal opportunity employer and will consider all applicants without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, and all other protected classes recognized or any other characteristic protected under applicable federal, state, or local law