Airline Operations & Guest Experience Manager

SP+; Portland (OR); On-site; USD 55,000 - 75,000; Full time

Job summary

SP+ in Portland, Oregon is seeking a capable operations supervisor to oversee Wheelchair, Baggage Handler and Skycap teams, ensuring service levels meet client expectations.

You will monitor day-to-day activities, coach staff, manage scheduling and payroll, and maintain compliance with security and union-related requirements. A strong focus on communication with clients and guests is essential to delivering consistent, high-quality service.

Qualifications

• At least two years of managerial experience.
• Experience in airline/hospitality, restaurant, tourism, retail, or armed forces.
• Excellent oral and written communication skills.
• Communicate effectively with employees and clients to ensure fulfillment of performance requirements.
• Maintain positive relationship with client representatives.
• Computer skills; proficient in Word, Excel, Outlook, applicant tracking, payroll system.
• Front-line management experience along with recruiting and staffing responsibilities.
• Must be able to handle multiple priorities simultaneously.
• Must be able to obtain an SIDA security clearance badge and successfully complete Ground Security Coordinator training.

Responsibilities

• Oversee the staff, consisting of Supervisors, Baggage Handlers, Wheelchair Assistants and Skycaps.
• Maintain records on company technology and required airline materials.
• Monitor, observe, coach and document day-to-day activities of the operation and employees.
• Ensure corporate and area management are informed of any deficiencies.
• Effectively communicate with the client and guests to ensure consistent and satisfactory service levels.
• Respond to clients as well as corporate inquiries timely and effectively.
• Schedule and staff a busy 365 day a year operation.
• Manage/Supervise employees in accordance with company policy and practices; provide progressive counseling for attendance and performance issues.
• Monitor and manage payroll to ensure accuracy.
• Provide proactive customer/guest service and create a team-oriented environment with positive morale.
• Identify and correct problems pertaining to productivity, standards and efficiency.
• Ensure audits (HR, financial, risk management) achieve satisfactory results and address issues.
• Understand and work with union contracts and develop relationships with local unions.
• Provide support and leadership in special initiatives or projects as directed by management.

Skills

Communication

People management

Staff scheduling

Payroll oversight

Problem-solving

Written English

Tools

Word

Excel

Outlook

Applicant tracking

Payroll system

Job description

SP+ in Portland, Oregon is seeking a capable operations supervisor to oversee Wheelchair, Baggage Handler and Skycap teams, ensuring service levels meet client expectations.

You will monitor day-to-day activities, coach staff, manage scheduling and payroll, and maintain compliance with security and union-related requirements. A strong focus on communication with clients and guests is essential to delivering consistent, high-quality service.