Director Passenger Services and Customer Experience

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

This individual is accountable for driving service excellence across all passenger handling functions — from check-in and boarding to premium and special services — while managing key airline accounts and building the training frameworks that sustain long-term operational quality.

Responsibilities

Airline Account Management & Commercial Support

• Serve as the senior operational point of contact for key airline partners within passenger services, monitoring contract performance and ensuring alignment with agreed terms and act as escalation point for service matters and corrections

Operational Leadership & Compliance

• Provide oversight of passenger services performance across assigned stations, ensuring safe, compliant, and efficient operations.
• Lead structured performance reviews and root cause analysis for service failures, including IROPs and customer escalations.

Customer Experience & Service Standards

• Define and embed WFS passenger service standards across all assigned stations, ensuring alignment with airline-specific brand and service requirements.

Training & Workforce Development

• Lead the development and execution of WFS passenger services training strategy, including onboarding, recurrent training, and leadership development.
• Lead Quarterly Business Reviews (QBRs), providing clear performance reporting, highlighting risks, and presenting actionable improvement plans.
• Support stations in workforce planning, scheduling, and resource optimization to meet operational and customer requirements.
• Ensure compliance with all applicable regulatory and airline security requirements (FAA, TSA, CBP, and airline programs).
• Build strong working relationships with airline stakeholders through consistent communication, transparency, and delivery against commitments.
• Partner with Ground Leadership to drive a strong service culture and front-line accountability, oversee structured service recovery programs, and represent WFS in customer reviews, audits, and performance discussions as the passenger services subject matter expert. 

Minimum Requirements

• 10+ years of experience in the air cargo, ground handling, airline, or logistics industry in a commercial or senior management role.
•  6+ years of proven experience in sales, revenue management, or account management with measurable revenue growth results.
•  Strong knowledge of SGHAs, SLAs, airport operations, cargo handling standards, and airline procurement processes.
• Demonstrated success negotiating multi-million-dollar contracts with airlines, integrators, and logistics companies.
• Proficiency in Microsoft Office Suite; experience with CRM platforms such as Microsoft Dynamics 365
• Bachelor’s degree in Business, Aviation, Logistics, or related field; MBA strongly preferred

Physical Requirements/Working Conditions

Office Environment, primarily sedentary 

Heavy computer work

May require travel to site locations, across the U.S. 

Site locations may be at airports and subjected to loud noises

Perks & Benefits

• Want your pay in advance? Access your pay when you need it through the 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.