Passenger Services Manager-on-Duty

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 164 airport locations, 18 countries, and on 5 continents.  Are you ready to take off on your next career with us?

Job Summary

The Passenger Service Manager on Duty oversees daily operations related to above-wing (customer-facing activities. This role ensures safe, efficient, and timely handling of flights, passengers, and baggage while maintaining high standards of customer service and compliance with all regulatory and company requirements. The MOD coordinates with internal teams, airline partners, and airport authorities to resolve operational challenges in real time. Strong leadership, communication, and problem-solving skills are essential to ensure smooth shift operations and a positive travel experience for passengers.

Responsibilities

• Oversee check-in, boarding, and arrival process to ensure a seamless passenger experience.
• Supervise gate agents and customer service representatives to uphold service standards.
• Manage passenger irregularities, including delays, cancellations, and denied boardings. 
• Handle customer escalations and provide on-the-spot solutions. 
• Ensure compliance with airline policies and DOT/FAA regulations.
• Act as the primary decision-maker and point of contact during the shift. 
• Conduct shift briefings and debriefings for operational staff. 
• Maintain clear communication between departments and with airline partners. 
• Complete operational reports and incident documentation as needed. 
• Train, coach, and mentor frontline supervisors and staff. 
• Maintain a safe work environment and participate in required safety audits. 

Minimum Requirements

• High school diploma or equivalent
• Experience in airline or airport operations, with supervisory or management experience.
• Strong leadership, communication, and problem-solving skills.
• Knowledge of airline reservation and departure control systems.
• Understanding of TSA regulations and corporate security programs.
• Ability to work in a fast-paced, high-pressure environment.
• Flexibility to work irregular hours, including nights, weekends, and holidays.

Preferred Skills

• Bachelor’s Degree in Hospitality or Business preferred
• Strong leadership, communication, and conflict-resolution skills.
• Experience with airline systems, TSA regulations, and security compliance.
• Ability to multitask in a fast-paced environment.
• Proficiency in Microsoft Office and workforce management.
• Ability to speak additional languages

Physical Requirements/Working Conditions

• Ability to stand, walk, and move for extended periods in a busy airport environment.
• Lift, push, pull, and carry up to 50 lbs when assisting with passenger needs or luggage.
• Bend, kneel, and reach as required for operational tasks.
• Work in various indoor and outdoor conditions, including exposure to weather elements.
• Maintain stamina and focus in a fast-paced, high-pressure setting.

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.