Overview
The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.
Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.
Summary
This position is responsible for leading the Terminal Operations team, ensuring the safe and efficient movement of passengers, supporting stakeholder operations and energizing an optimal customer experience at the Charlotte Douglas International Airport (CLT). An individual will accomplish these objectives through supervising staff, leveraging contract service providers to support operational goals and promoting a positive work culture that supports the future needs and growth of the Airport. Terminal Operations works closely with the Transportation Security Administration (TSA) screening operation, Customs and Border Protection (CBP), Airline Management groups and other terminal stakeholders. This position will serve as the primary point of contact with these entities and will engage in a positive partnership with their designated representatives.
General Information:
• Primarily works standard office hours Monday through Friday. Work required at other times for supervision, training, special events, irregular operations, inclement weather and emergencies. Subject to emergency call back to work.
• This position is deemed essential.
• Some job functions may be done through telework, however primary job functions require in-person/on-site work.
• Valid driver license in state of residence and ability to obtain and maintain a City driving permit.
• Must successfully pass and maintain an active Security Threat Assessment (STA) and Criminal History Records Check (CHRC). Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude from employment.
Major Duties and Responsibilities
1. Manages the personnel and programs necessary to operate the airport terminal environment and ensure safe and efficient flow of passengers throughout the facility. Oversees the terminal inspection program, performance measurement tools, and terminal standards to improve the overall performance. Enforces rules, regulations, and the application of CLT customer service standards to provide a positive customer experience in harmony with the Airport’s rules and regulations. Maintains all records, reports, and logs, as required. Serves as primary point of contact for terminal-related activities between CLT and the stakeholders.
2. Supervises and directs the work of the Terminal Operations Assistant Manager, Supervisors, Coordinators, Agents, FIS, Lost and Found and Airport Service Desk personnel. Oversees the professional development of staff to support their overall engagement, development, and goal achievement. Ensure all personnel have proper training and tools to efficiently and effectively perform their duties. Mentor, motivate, and lead assigned personnel in alignment with Strategic Principles, Airport Operations Mission and Vision. Promptly deliver employee performance reviews. Formulate comprehensive and concise instructions/procedures in both oral and written form. Create and update policies and procedures and make recommendations for improvements in safety, efficiency and customer service.
3. Responds to and participates in airport emergencies and irregular operations, establishes priorities, and makes timely decisions under stressful conditions to emergencies and incidents of various size, scope, and scale. Coordinates and assists the Terminal Operations response efforts in emergency and irregular operations and incident recovery. Serve as Section Chief in the Airport Emergency Operations Center or Branch Manager for incident command. Ensures that response follows Airport Emergency Plan (AEP) and standard operating procedures and follows the National Incident Command Systems (NIMS) protocols. Reacts quickly, calmly, and exercises independent judgement and initiative to protect persons, property, and ensures compliance. Conducts and participates in required emergency response training and exercises related to airport operations, emergencies, and security.
4. Provides exemplary customer service and relationship management when interacting with customers, travelers, tenants, and stakeholders. Serves as the primary point of contact with CBP staff, TSA Screening staff, Airline Managers and other stakeholders to proactively address, resolve, and mitigate related operational, customer service or throughput issues. Conducts training for internal and external personnel on customer service, emergency procedures and irregular operations. Conducts meetings and briefings in the absence of senior leadership.
5. Oversees the primary service contracts for the Visitor Information Center and passenger assistance services. Leverages these service providers to support operational goals, maintain desired service levels, and take action when needed. Works with the contractor to ensure that the services provided meet contractual expectations, develops annual budget, determines appropriate resource allocation, performs audits and approves periodic invoices.
6. Collaborates with Planning, Engineering and Facilities to ensure the continuity of airport operations and passenger movement. Review all construction safety phasing plans and participate in the Design and Construction Logistics Impact review panels. Identifies hazards during construction and coordinates mitigation strategies with appropriate representatives. Coordinates with Facilities on work orders, system maintenance, safety hazards and to ensure the ascetics of the Terminal facility. Engages with construction and maintenance activities to ensure a proper transition from active construction to project completion within the Terminal.
7. Coordinates with Airport tenants, stakeholders and the public for passenger-related activities and impacts to Terminal Operations. Supports and actively participates with internal and external work groups to provide information, services, plans, procedures, and resources that directly support CLT customers and tenants. Assess current and prospective customer service-related technologies and equipment to improve overall customer service at CLT. Responds to customer disputes, complaints, and requests for information.
8. Develops and manages section budget, resource requirements, and purchase orders.
9. Other duties, as assigned.
Knowledge, Skills & Abilities
• Considerable knowledge of the practices and techniques used in the field of customer service, airport or airline operations, and irregular operations at an airport.
• Knowledge of NIMS/ICS, TSR Part 1542, FAR Part 139, and airport/airline irregular operations.
• Knowledge of TSA security screening checkpoint operations; lost & found system management functions; and international arrivals operations including U.S. CBP requirements and standards
• Skills to communicate effectively orally and in writing.
• Skills to efficiently manage multiple priorities and tasks.
• Skills to lead and motivate a diverse staff.
• Skills to develop creative new programs and activities.
• Effective organizational skills.
• Ability to prepare and effectively maintain budgets and budgetary controls.
• Ability to actively pursue and develop new ideas, methods and procedures to meet changing situations.
• Ability to make comprehensive recommendations to resolve operational problems.
• Ability to establish and maintain effective working relationships with airline management, federal partners, co-workers and the public, and represent the airport in a positive and professional manner.
• Ability to respond calmly and effectively in emergencies, and effectively manage sensitive and tense situations.
• Ability to demonstrate initiative, creativity and innovative thinking in a rapidly changing work environment.
Physical Requirements:
Works mainly inside; but, will work outside at times. Spends about 75% of the time sitting, standing and walking. The remainder of the time could be spent bending, reaching, twisting or driving. Must be able to climb and descend stairs, perform inspections on foot and in a vehicle, operate various features of the terminal facility, including elevators, escalators, lighting, automatic doors and security gates. Must be able to operate and monitor communications equipment, such as data terminals, computers, radios and telephones. May be exposed to chemicals, fumes, solvents, machinery, moving objects/vehicles, dust, slippery/uneven surfaces and excessive noise. Must be able to stand, walk and sit for extended periods of time. Must be able to lift items and carry up to 25 lbs. for a short distance. Must be able to push a cart with up to 50 lbs. of material.
Preferred Qualification
Major course work in aviation, business, sociology, psychology or related field. Prefer a minimum of three years of providing customer service and three years of direct supervisory experience preferably in the Aviation industry.
Minimum Qualifications
High school graduation or equivalent and nine years relevant work experience
OR
Associate's Degree and seven years relevant work experience
OR
Bachelor's level degree and five years relevant work experience
OR
Master's level degree and three years relevant work experience
Conditions of Employment
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.
The City of Charlotte is an Equal Opportunity Employer.
How To Apply
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.
Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.
Benefits
The City of Charlotte provides a comprehensive benefits package to all employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.
In Conclusion
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