What are the responsibilities and job description for the SFO Operations & Business Manager - San Francisco International Airport position at San Francisco International Airport - Pacific Aviation?
✈️In-person role at San Francisco International Airport
Our Pacific Aviation/Superior Aircraft Services (SAS) family creates an environment where, together, we can all succeed by using our individual personalities and having fun along the way.
Sound good so far? Want to grow your career?
We welcome you to come aboard and join Pacific Aviation!
Our Pacific Aviation family creates an environment where together, we can all succeed.
We are an airport service provider dedicated to providing exceptional customer service for some of the world’s finest airlines across all their service needs including passenger services, flight operations, cargo services, charter flights, cleaning services, and more. Pacific Aviation operates in three central hubs across the West Coast – Los Angeles, San Francisco, and Seattle, and our SAS East Coast operations focus on Boston and Raleigh-Durham plus several other cities.
Summary:
The ideal candidate for our SFO Operations & Business Manager position is a bright, ambitious, and motivated professional. We are looking for someone who takes pride in providing exceptional leadership experience and fosters a collaborative work environment. The objective for this role is to create high-performing business unit with excellence in:
- People: prioritize creating a talented, cohesive, and coordinated team as the foundation of success
- Process: build standardized process for scalability, accountability, and continuous improvement
- Profit: analyze and prioritize what’s needed to drive high performance in order to generate surplus that can be reinvested in People and Process
The right candidate will be a hands-on leader who can manage a comprehensive business unit. They will lead by example by being present in the terminal, by anticipating and proactively solving problems, and by embodying our standards of success.
Budget and KPIs
- KPIs: Collaborate with the Finance Department to develop and maintain monthly station performance metrics, related performance improvement strategies
- Forecasting: consult with Finance Department on quarterly and annual financial forecasts Manpower and Overtime Management
- Budget Compliance: Directly oversee weekly manpower budgets, tracking overtime trends and implementing corrective actions to optimize labor efficiency
- Reporting and Analysis: Generate and analyze workforce productivity reports to ensure staffing aligns with operational requirements while maintaining cost effectiveness. Hiring and Talent Feedback
- Needs Assessment: Partner with the Talent Acquisition department to identify station-specific hiring needs, providing data-driven feedback on candidate quality and retention trends
- Pipeline Monitoring: Conduct regular evaluations of recruitment pipelines to ensure alignment with station operational demands and performance standards
Onboarding
- Standardized Process: Provide local oversight of the HR Department’s structured onboarding program to ensure new hires are fully equipped to meet station operational standards within their first 90 days
- Metric Tracking: Measure onboarding success by tracking key metrics such as time-to-productivity, retention within the first 6 months, and completion rates of required training
Client Relationship/Retention:
Contract and SLA Compliance
- Performance: Analyze key metrics such as on-time performance, client feedback, to identify recurring pain points impacting airline customer satisfaction
- Continuous Improvement: Develop action plans targeting performance and compliance needs areas, including specific process improvements and resource allocation adjustments
Leadership/Coaching:
Account Manager Coaching
- One-on-Ones: Conduct one-on-ones to review performance metrics, deliver actionable feedback, and provide resources to address operational challenges
Training and Education:
- Structured Process: Oversee effectiveness of training plans provided by L&OD and HR, focused on compliance, operational needs, and service standards
- Success Metrics: Evaluate training effectiveness through assessments, spot checks, and performance trends
Succession Planning:
- Pipeline: Identify high-potential employees, assign them to lead initiatives, and track their progress using performance-based metrics