Operations Manager

Job Overview

The Operations Manager is responsible for leading and overseeing Cabin Cleaning, Passenger Services, and Janitorial operations at DCA. This role ensures safe, compliant, and efficient service delivery aligned with airline contractual obligations and operational performance standards.

The Operations Manager is accountable for operational execution, workforce management, client satisfaction, safety compliance, and budget control. This leader ensures that daily operations meet KPIs related to on-time performance, cabin turn performance, RON performance, and service quality while maintaining strong cost discipline.

This position requires a hands-on, visible operational leader capable of managing multi-shift, high-volume airport activity in a dynamic environment.

Key responsibilities

Operational Performance & Service Delivery

• Monitor and control key performance indicators such as Cabin Turn performance, RON execution, on-time arrivals and departures, staffing productivity metrics and service level compliance
• Ensure all operations meet airline contracts and service-level agreements.
• Identify operational risks and implement corrective action plans.
• Conduct routine operational audits and quality checks.
• Suggest improvements to working practices, particularly those impacting safety, security, and efficiency.
• Drive continuous improvement initiatives across service lines.

Leadership & Workforce Management

• Lead and manage 90+ frontline employees and supervisors across multiple shifts.
• Ensure proper staffing coverage aligned with flight schedules and passenger volumes.
• Control labor costs, including overtime management and workforce planning.
• Take appropriate disciplinary action in accordance with company policy.
• Coach, develop, and evaluate supervisors and frontline leaders.
• Foster a culture of accountability, safety, and service excellence.

Financial & Budget Accountability

• Support and manage operations within established budget targets.
• Monitor labor cost ratios and operational expenses.
• Participate in budget forecasting and cost control initiatives.
• Ensure administrative and control procedures are properly maintained..
• Maintain compliance with administrative control policies and procedures.
• Prepare and submit daily, weekly, and monthly operational reports

Safety, Security & Compliance

• Promote a safety-first culture and enforce PPE and operational protocols.
• Maintain accurate documentation for audits and compliance inspections.
• Identify and implement safety and process improvements.

Client & Stakeholder Relations

• Liaise with airline station managers, airport operations personnel, customs, immigration, security officials, and other stakeholders.
• Address service concerns promptly and professionally.
• Provide daily performance reporting to the General Manager.
• Deliver operational reports and service delivery measurements as required.

Key qualifications

Education

• Bachelor’s degree in Business Management, Aviation Management, or related field preferred
• Equivalent operational management experience will be considered.
• Must possess a valid driver’s license.

Experience

• Minimum 2–4 years of Ground Handling experience in a management or supervisory role.
• Experience managing large frontline teams (75+ employees preferred).
• Strong experience in labor oversight and cost control.

Skills & Knowledge

• Must be able to work flexible shifts, including mornings, afternoons, evenings, weekends, holidays, and overnight shifts as required by operations.
• Strong organizational and time management skills.
• Clear written and verbal communication skills.
• Ability to work independently with minimal supervision.
• Detail-oriented with a strong focus on quality assurance.
• Professional and client-focused demeanor.

Travel

Domestic travel may be required for training or operational support.

Physical Demands

• Ability to lift, push, pull, and carry operational equipment.
• Frequent standing, walking, bending, kneeling, and reaching.
• Exposure to varying airport weather conditions (heat, cold, rain, wind).
• Ability to work near moving equipment and in high-noise environments.
• Must possess strong visual, mental, and auditory acuity to ensure safe operations.

Work Environment

The Operations Manager works in a fast-paced, high-volume airport environment with direct exposure to active aircraft operations, terminal activity, and dynamic airline schedules. The role requires frequent movement throughout the airport, including airside and landside areas.

Work conditions include:

• Exposure to varying weather conditions (heat, cold, rain, wind) while on the ramp or airfield.
• Moderate to high noise levels due to aircraft engines, ground service equipment, and terminal activity.
• Interaction with a diverse, multicultural workforce and international passenger base.
• High-pressure operational situations requiring real-time decision-making and rapid problem resolution.
• Work in secure, regulated areas requiring airport badging and compliance with TSA and airport authority requirements.
• 24/7 operational environment requiring flexibility in scheduling, including early mornings, late evenings, weekends, holidays, and overnight shifts.