Airport Operations Manager – Terminal / Landside Operations

Airport Operations Manager – Terminal / Landside Operations Under the general direction of the Airport Assistant Operations Director, incumbent is responsible for monitoring and ensuring the safe, convenient and efficient day to day Terminal and Landside operations of the Salt Lake City Department of Airports through frequent interaction with the public, airlines, tenants, Transportation Security Administration and other government agencies. Responsible for the management and coordination of Terminal/Landside airport activities and personnel. In the absence of senior management, is required to make immediate decisions in management of airport activities that significantly impact airport liability, cost containment, airport operations and life safety.

Obtains, analyzes and utilizes data from all Airport areas in order to effectively respond to and bring together routine emergency response actions, personnel or equipment reassignments, or other Airport wide coordination of activities. Has programmatic responsibility for various operational and compliance programs.

This is a managerial position that requires 24-hour availability, uncompensated call outs and assignments to various operational shifts.

• Health Insurance (95% of premium paid by city)
• Dental, Vision and Life Insurance
• Paid vacation and personal leave
• Six weeks of paid parental leave from day 1 of employment
• Retirement contributions toward a pension plan and/or 401(k)
• A robust Employee Assistance Plan (EAP)
• Up to $4,000 tuition reimbursement annually
• Discounted supplemental benefits like pet insurance and legal services

• Coordinates and manages the actions of Terminal - Landside Supervisors and Specialists to ensure compliance with policies, procedures, and the delivery of customer service. Coordinates the day-to-day activities of personnel from Terminal - Landside and provides direction to on duty supervisory staff. Provides guidance and mitigates time critical issues that cannot be handled by on duty supervisors.
• Provides a full scope of management activity including terminal / landside / ground transportation related services including safety and security inspections, responding to and documenting incidents, crowd control and management, responding to traveling public complaints, providing information, assistance and direction to the traveling public and airport visitors. Creates an environment of airport customers feeling important and valued by exceeding their expectations at Salt Lake International Airport.
• Ensures that activities conducted at the airports do not create a negative impact on the efficient operation of the facilities. Interacts with City, senior airline and tenant management to provide information, interpret rules and regulations, and explain procedures.
• Conducts regular inspections and spot checks of airport facilities, with an emphasis on customer service delivery to ensure satisfactory levels of service, repair, maintenance, and that construction activities comply with the current operational philosophy. Receives, responds, and documents complaints received about services. Investigates and resolves operational problems involving airport users.
• May investigate violations, perform inspections, issue citations and assist in preparing case reports for court or administrative proceedings regarding Ground Transportation activities and ordinances. Testifies in proceedings when necessary.
• Conducts studies and projects, as directed, to develop or refine operating policies and procedures. Determines actions to be taken as a basis for making recommendations and decisions on operational matters. Assists in the formulation of standards and implementation of approved programs.
• Develops and implements aviation customer service operational policies in accordance with departmental, state and/or federal aviation mandates and/or legislation and ensures policies are regularly evaluated in accordance with legislation, governmental requirements, and standards.
• Develops and improves relationships among various airport work groups by encouraging, developing, and strengthening cooperation and leadership in inter-group relations and communications.
• Collects divisional information and provides consultation on a daily basis to other Airport managers and shift supervisors on all terminal and landside areas to ensure daily coordination and understanding of airport-wide operations. Collects, analyzes and disseminates aviation related information to other US airports, the media and the airlines to ensure up to date data is available for the daily coordination and decision-making processes involved in providing airline and airport services.
• Act as Terminal / Landside representative in Unified Command during emergency or Irregular Operations.
• Interprets, implements, and coordinates the requested needs of airport travelers for conventions, conferences, meetings, political delegations, VIP’s and special needs organizations for expedited movement
• Hires, trains, coaches, counsels, and conducts performance appraisals on Terminal / Landside Supervisors and Operations Specialists. Provides consultation and management direction to Operations Specialists/Representatives/Inspectors ensuring that all personnel operate within Airport and City policies and procedures as well as federal regulations and requirements.
• Ensures compliance of TSR 1542 regulations in Terminal and Landside Operational areas.
• Resolves problems encountered during daily operations and determines appropriate solutions; promotes teamwork. Encourages regular communication, informs staff of relevant business issues and their impact on the organization.
• Develops the performance enhancement plan, documents performance, provides performance feedback and formally evaluates the work of the employee; provides reward and recognition for proper and efficient performance. Develops and implements training and development plans and opportunities for subordinate staff.
• Participates in planning and managing budget systems; prepares and presents budget recommendations to higher management; adjusts work plans/activities as a result of budget changes.
• Utilizes computers and associated software programs to prepare programmatic reports and daily operational records for Senior Managers which reflect incident coordination, issues in construction areas, equipment condition, staff efficiency and any other noteworthy operational events.
• Performs other related duties as assigned.

• Graduation from an accredited four-year college or university with a degree in aviation management, business administration, public administration, or a related field, and six (6) years of progressively responsible experience in an aviation related environment either managing staff or performing programmatic responsibilities. An equivalent combination of education and experience may be substituted on a year for year basis.
• Ability to analyze situations quickly and objectively and determine a proper course of action to be taken in high stress and emergency situations. Ability to plan and coordinate multiple activities simultaneous.
• Ability to communicate courteously and effectively with employees, tenants, customers and the public, representatives from other agencies, dignitaries and government officials. Demonstrated ability to communicate effectively orally and in writing and to use a computer and associated aviation and office software programs.
• Possession of valid state driver’s license or Utah driving privilege card in order to drive Airport Operations vehicles.

• AAAE CM or AAE Certification
• Experience at a medium or large hub airport with thorough knowledge of aviation industry with emphasis on airport operations.
• Experience developing and delivering training programs
• Experience with interviewing and hiring individuals

• Moderate physical activity as needed to push, pull, and life medium weights. Intermittent sitting, standing, and walking. Considerable exposure to excessive noise, extreme elements of weather, dust, fumes, and other elements to be expected in an airport environment.
• Considerable exposure to stress as a result of human behavior, operational, security or weather-related crisis.
• Position requires 24‑hour availability and uncompensated call outs.

Full time 40