Operations Manager in Orlando, Florida at Southeast Airport Services Inc

The Operations Manager – Baggage Handling System (BHS) is responsible for the safe, efficient, and reliable operation of airport baggage handling operations within a complex, high-volume, 24/7 airport environment. This position provides strategic and day-to-day leadership to supervisors, frontline employees, and operational teams while ensuring contractual requirements, client expectations, safety standards, and operational performance objectives are consistently achieved.

The Operations Manager serves as a key liaison between airport stakeholders, airline representatives, contractors, maintenance partners, and company leadership. The position requires a hands-on operational leader capable of responding quickly to operational disruptions, managing staffing and resources, analyzing performance data, and implementing continuous improvement initiatives.

BHS Operations Management

• Direct daily Baggage Handling System operations to ensure safe, reliable, and efficient baggage movement.
• Oversee frontline operational teams responsible for baggage handling, system monitoring, unjamming, conveyor operations, and related BHS functions.
• Monitor system and operational performance and respond to equipment or operational disruptions.
• Coordinate resources and staffing based on flight schedules, baggage volumes, peak periods, and operational requirements.
• Maintain operational readiness during irregular operations, delays, equipment failures, and other disruptions.
• Ensure operational procedures are consistently followed and performance standards are achieved.

Leadership & Workforce Management

• Lead, coach, and develop supervisors, leads, and frontline employees.
• Establish clear expectations for safety, attendance, productivity, professionalism, and service delivery.
• Conduct daily operational briefings and communicate priorities, staffing requirements, safety concerns, and performance expectations.
• Evaluate staffing levels and recommend adjustments based on operational demand.
• Partner with Human Resources regarding recruitment, onboarding, employee relations, performance management, attendance, and corrective action.
• Promote employee engagement, teamwork, accountability, and professional development.

Client & Airport Relationship Management

• Serve as a primary operational contact for airport leadership, airline representatives, contractors, vendors, and other stakeholders.
• Maintain strong professional relationships with clients and airport partners.
• Participate in operational meetings, performance reviews, inspections, and client meetings.
• Communicate operational issues proactively and provide timely solutions.
• Ensure contracted service requirements and performance expectations are consistently met.

Safety, Security & Compliance

• Maintain a strong safety-first culture throughout BHS operations.
• Ensure compliance with applicable airport policies, company procedures, OSHA requirements, TSA/security requirements, and other applicable regulations.
• Conduct safety inspections, observations, audits, and operational reviews.
• Investigate incidents, identify root causes, and implement corrective and preventive actions.
• Ensure employees receive required safety and operational training.
• Promote safe work practices and immediately address unsafe conditions or behaviors.

Performance & Continuous Improvement

• Monitor and analyze operational KPIs, including:
  • BHS response times
  • System downtime and disruptions
  • Unjammer response and productivity
  • Staffing levels and attendance
  • Overtime
  • Safety incidents
  • Employee performance
  • Customer/client satisfaction
  • Contract compliance
• Identify operational inefficiencies and develop corrective action plans.
• Implement process improvements designed to increase productivity, safety, reliability, and customer satisfaction.
• Use operational data and reporting to identify trends and support management decisions.
• Establish accountability measures and follow through on performance improvement initiatives.

Administrative & Financial Management

• Prepare daily, weekly, and monthly operational reports.
• Monitor staffing, labor utilization, overtime, productivity, and operational expenses.
• Assist with budget planning and resource allocation.
• Maintain accurate employee, operational, safety, and performance documentation.
• Support client audits, airport inspections, internal reviews, and contract compliance activities.
• Develop and maintain standard operating procedures and operational documentation.

Required

• 5+ years of experience in airport operations, aviation, transportation, logistics, facilities, or another high-volume service environment.
• 3+ years of progressive leadership or management experience.
• Demonstrated experience managing frontline operational teams.
• Experience working in a fast-paced, safety-sensitive environment.
• Strong understanding of workforce planning, staffing, scheduling, and operational performance.
• Excellent communication, organizational, problem-solving, and decision-making skills.
• Ability to manage multiple priorities in a 24/7 operational environment.

Preferred

• Bachelor's degree in Aviation Management, Business Administration, Operations Management, Logistics, or related field.
• Direct Baggage Handling System (BHS) experience.
• Experience with airport baggage systems, conveyor systems, unjamming operations, control room operations, or baggage operations.
• Experience working with airport authorities, airlines, OEMs, contractors, or government clients.
• Experience managing contracted airport services.
• Experience working with both union and non-union employees.
• Experience with operational KPIs, continuous improvement, and performance management.

This position operates in a dynamic airport environment and requires flexibility to support 24/7 operations. The position may require nights, weekends, holidays, extended hours, and response to operational emergencies or irregular operations.

The Operations Manager must be comfortable working throughout airport operational areas and regularly walking, standing, and moving throughout facilities to monitor operations and engage with employees and stakeholders.

Southeast Airport Services is committed to providing equal employment opportunities to all qualified applicants and employees. Employment decisions are based on qualifications, experience, performance, and business needs in accordance with applicable federal, state, and local laws.