Senior Operations Manager - Terminal and Passenger Services

Edinburgh Airport; Easter Howgate; On-site; GBP 70,000 - 95,000; Full time

Job summary

Edinburgh Airport is seeking a dynamic leader to shape terminal operations and passenger services. You will set standards for a safe, resilient, and efficient airport environment, driving performance of teams and external partners to deliver a seamless passenger journey.

Your role includes transformation leadership, on-site management, and collaboration with airlines and authorities to meet service commitments and UK regulations.

Qualifications

• Experience in Hospitality, Travel and Tourism or related field.
• Counter Terrorist Check requirement and UK residence for last 3 years.
• Valid UK driving licence and ability to obtain an Airfield Driving Licence.

Responsibilities

• Provide inspirational team leadership and manage a high-performing team.
• Oversee end-to-end passenger operations and service partner performance.
• Champion inclusive passenger experience for customers with reduced mobility.
• Lead safety, resilience, incident response and post-incident investigations.
• Drive disruption response and welfare during operational times of disruption.
• Influence transformation and major projects across the airport.
• Collaborate with immigration and border operations to optimise arrivals.

Skills

Leadership

Passenger service

Communication

Problem solving

Stakeholder management

Project management

Education

Degree desirable

Tools

Data analytics

Excel

Job description

About the role

Our mission is simple and ambitious: happy passengers, travelling safely and on time. In this high-impact leadership role, you will shape how that mission is delivered every day - setting the standard for an outstanding terminal experience and creating smarter, more innovative ways for millions of passengers to journey through Edinburgh Airport.

Reporting to the Head of Terminal Operations, you will lead the terminal and passenger services operation, combining visible operational leadership with strategic influence. You will inspire high-performing teams, champion exceptional service and ensure a safe, resilient and efficient airport environment.

You will have end-to-end accountability for Service Delivery, Passenger Operations and Airport Service Agents, ensuring the passenger journey is safe, seamless and responsive in both normal operations and times of disruption. You will also set clear expectations for critical service partners delivering accessibility assistance, cleaning, trolleys and wider terminal support.

Beyond day-to-day performance, you will shape the medium- and long-term direction of terminal operations. Working across the airport and with external partners, you will turn insight into action - improving operational flow, accessibility, wayfinding, service quality and commercial opportunity while influencing major projects and future airport development. Learn more about Our Future here.

This role will work predominantly on site, Monday - Friday however there will be a requirement of on-call working and response in times of any incidents.

You can find out more about the team here.

We are committed to supporting diverse ways of thinking and working, so if you require adjustments in the recruitment process, please let us know on your application. You can find out more about our interview process here.

What you'll be doing

• Inspirational team leadership: Empower and manage a high-performing team while driving an inclusive culture and overseeing delivery from key operational partners.
• Passenger experience and airline partnership: Manage the end-to-end terminal experience by collaborating with airlines to remove friction and ensure service-level commitments are met.
• Accessibility leadership: Champion an inclusive airport experience by utilising passenger data to continually improve services for customers with reduced mobility and additional needs.
• Safety, resilience and incident command: Maintain uncompromising safety standards by leading emergency preparedness, response, and post-incident investigations.
• Passenger services and partner performance: Manage the performance of terminal facilities and services by holding third-party providers accountable to defined KPIs and quality standards.
• Wayfinding and passenger flow: Evolve the airport’s wayfinding strategy by combining signage, digital information, and operational flow to create more intuitive passenger journeys.
• Disruption and passenger welfare: Lead a coordinated, cross-partner response during disruptions to provide passengers with essential support and welfare in compliance with UK regulations.
• Transformation and project leadership: Serve as the subject-matter expert for operational change initiatives, influencing stakeholders to ensure projects are ready for implementation.
• Arrivals and UK Border Force performance: Partner with immigration and customs agencies to optimize arrivals operations, ensuring both capacity and service quality are protected.
• Premium services and commercial growth: Develop and refine premium offerings - such as VIP and concierge services - in collaboration with commercial teams to drive revenue and quality.
• Executive influence and performance reporting: Act as the authoritative voice for terminal operations by delivering data-driven insights and strategic recommendations to senior leadership.
• Insight-led problem solving: Utilise frontline data and cross-functional expertise to proactively resolve complex challenges and drive sustainable operational improvements.

What we're looking for

This role requires the successful candidate to obtain a Counter Terrorist Check, so you must have been living in the UK for the last 3 consecutive years.

Skills and experience

• Significant experience in Hospitality, Travel and Tourism or a related discipline.
• A degree level or equivalent qualification is not essential but would be desirable.
• A clean driving licence, current and valid for driving in the United Kingdom and the ability to obtain and maintain an Airfield Driving Licence.
• Deep understanding of Airport operations, evidenced by significant experience in both operations and customer service.
• Exemplary inter-personal and communication skills.
• Exemplary self organisation skills, including the ability to self direct.
• Excellent team-worker with the ability to work constructively in and between different team, and to lead and motivate others, including the ability to challenge and change behaviours.
• A passion for delivering an excellent passenger experience, including considering those with hidden disabilities or additional needs.
• Ability to filter information, see the bigger picture and determine where to focus.

Nice to have

• Strong understanding of Edinburgh Airport systems and operational data.
• Good knowledge of life safety systems, fire strategy and evacuation arrangements.
• Project management experience, leading workstreams and developing executive level updates.