Manager Passenger Services

About WFS

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 227 airport locations in 27 countries on 5 continents. Are you ready to take off on your next career with us?

Job Summary

The Passenger Services Manager oversees all aspects of passenger service operations to ensure safe, efficient, and customer-focused service delivery. This role manages front-line teams responsible for check-in, boarding, arrivals, and special assistance, ensuring compliance with airline standards, regulatory requirements, and company policies, the manager partners with station leadership and airline customer to drive performance, safety, and service excellence.

Responsibilities

• Lead and support passenger service teams to deliver exceptional customer experiences.
• Ensure compliance with TSA, FAA, and airline policies, procedures, and service level agreements.
• Oversee staffing, scheduling, and training to meet operational demands. 
• Monitor daily flight activities to ensure on-time performance and service quality.
• Conduct performance reviews, coach supervisors, and foster professional development. 
• Manage incident reports, customer feedback, and corrective action plans. 
• Liaise with airline customers, airport authorities and internal departments to resolve issues and maintain strong relationships. 
• Maintain records, reports and documentation in accordance with company and regulatory requirements. 
• Promote a strong culture of safety, teamwork, and accountability throughout the station.

Minimum Requirements

• Bachelor's degree (B.A.) from four-year college or university;
• One to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to speak/write and be understood by peers, internal and external customers.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

Preferred Skills

• Proven leadership experience managing front-line passenger service teams, including coaching, scheduling, and performance management
• Working knowledge of TSA, FAA, and IATA regulations and airline service standards
• Strong understanding of airport/airline operations: check-in, boarding, arrivals, special assistance, and IROPS recovery
• Workforce planning and labor optimization to meet fluctuating flight schedules
• Excellent customer service and service recovery skills, including handling VIPs and passengers requiring special assistance
• Effective communication and relationship management with airline customers, airport authorities, and internal departments
• Proficiency with departure control systems (e.g., Sabre, Amadeus, SITA) and standard office software
• Analytical skills for monitoring KPIs, on-time performance, incident reporting, and corrective action planning
• Calm, decisive crisis and incident management under pressure
• Strong recordkeeping and documentation aligned with regulatory and company requirements
• Commitment to promoting a culture of safety, teamwork, and accountability

Physical Requirements/Working Conditions

• Ability to stand, walk, and move throughout the terminal and ramp areas for extended periods.
• Must be able to list, push, pull and carry items up to 35 pounds.
• Comfortable working in various weather conditions including heat, cold, rain, and snow.
• Able to bend, kneel, and reach as required to assist passengers or access equipment.
• Must have sufficient visual accuity to read documents, screens, and operational materials. 
• Able to hear and communicate clearly in a high-noise airport environment.
• Ability to work flexible hours, including nights, weekends, and holidays to support operational needs.
• Must be able to remain alert and responsive during irregular operations or extended shifts.

Perks & Benefits

• Want your pay in advance?  Access your pay when you need it through DailyPay app!
• Are you a top performer who thrives on recognition?  On the spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care?   Multiple options for both full and part-time employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life?  Wellness Programs offered to all employees!
• Want to invest in your future?  401k program offered!
• Looking to grow and have a career with us?  Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.