Duty Shift Manager JFK Airport

Position Summary

The Duty Shift Manager the day-to-day shift operations of wheelchair and passenger/customer assistance throughout the airport terminal. This includes managing a team of Terminal Coordinators, Wheelchair Agents, and Dispatchers to ensure seamless delivery of service to passengers with reduced mobility. This position demands operational leadership, workforce coordination, strong problem-solving, and a commitment to upholding service excellence across all shifts. It requires an understanding of the airline's needs as well as those of the passenger.

Key Responsibilities

• Supervise and coordinate shift activities of all wheelchair service staff, including Terminal Coordinators, Agents, and Dispatchers.
• Ensure adequate shift coverage and adjust staffing assignments based on real-time passenger demand and flight schedules.
• Monitor and enforce compliance with safety, security, and operational procedures.
• Serve as the main point of contact during the shift for airline partners, airport authorities, and internal departments regarding PRM services.
• Conduct shift briefings, monitor performance, and address any customer service or operational issues immediately.
• Support the training and onboarding of new team members and ensure ongoing performance coaching and development.
• Track and report key performance metrics such as wait times, service volume, and staff productivity.
• Perform routine walkthroughs to ensure staff visibility, service quality, and passenger satisfaction throughout the terminal.
• Assist with conflict resolution involving passengers or team members and escalate as needed.
• Maintain records of incidents, delays, and shift activities, and provide shift reports to senior leadership.

Leadership Environment

• Wheelchair Dispatching: Ensure dispatchers are assigning requests efficiently, maintaining constant radio communication, and logging movement in real time.
• Terminal Coordination: Oversee coordinators who guide overall terminal activity, ensuring all zones are covered and agents are deployed where needed.
• Wheelchair Agents: Provide support and direction to agents during high-traffic periods and ensure passenger interactions reflect the company’s service standards.

Key Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree in Business, Aviation, or related field preferred.
• 3 + years of experience in airport passenger services or ground handling operations, with at least 1 year in a supervisory or lead role.
• Proven ability to lead and motivate diverse teams in fast-paced environments.
• Strong organizational and communication skills, with the ability to multitask and make quick decisions under pressure.
• Comfortable using radio communications and digital tracking/logging systems.
• Must be able to work all shifts, including nights, weekends, and holidays as part of a 24/7 operation.
• Ability to lift up to 50 lbs and remain on foot for long periods while navigating large terminal areas.

Physical Demands

The physical demands described here are those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This position requires the incumbent to be able to speak and be understood, hear, and comprehend the English language, stand for long periods of time, be able to lift approximately 70 pounds, be able to relocate in the event of an emergency, and have a neat and professional appearance

EEOC

Grupo Eulen is an equal opportunity employer and will consider all applicants without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, and all other protected classes recognized or any other characteristic protected under applicable federal, state, or local law