Airport Mobility Services Supervisor

Menzies Aviation; Indianapolis (IN); On-site; USD 42,000 - 64,000; Full time

Job summary

Menzies Aviation in Indianapolis is seeking a Wheelchair Agent Supervisor to oversee wheelchair assistance operations across airport terminals, gates and baggage areas. You will assign shifts, monitor staffing, coordinate service requests and ensure passengers with mobility needs receive timely, professional service.

You will coach and develop wheelchair agents, handle escalated passenger concerns, ensure compliance with TSA, ADA and company policies, and assist with hiring, onboarding and

Qualifications

• Must be 18 years of age or older.
• HS Diploma or GED.
• One year of wheelchair assistance, customer service, hospitality, or airport operations experience.
• Minimum one year of lead or supervisory experience.
• Excellent verbal and written communication skills.
• Strong leadership, communication, and conflict-resolution skills.
• Ability to work effectively in a fast-paced airport environment.
• Ability to work flexible schedules, including nights, weekends, holidays, and overtime.
• Knowledge of ADA compliance and passenger assistance standards.
• Must be able to read, write, understand and carry out instructions in English.
• Must meet necessary requirements to obtain a security sensitive identification badge.
• Must be able to verbally direct in English.
• Must have good hearing and vision.

Responsibilities

• Supervise daily wheelchair assistance operations across airport terminals, gates, and baggage claim areas.
• Assign work schedules, monitor staffing coverage, and coordinate service requests to ensure operational efficiency.
• Ensure passengers requiring mobility assistance receive timely and professional service.
• Monitor employee performance and provide coaching, training, and development to wheelchair agents.
• Address escalated passenger concerns and resolve customer service issues professionally.
• Coordinate with airline personnel, gate agents, dispatchers, and airport operations teams regarding passenger assistance needs.
• Ensure compliance with airport safety procedures, TSA regulations, ADA guidelines, and company policies.
• Monitor operational metrics, response times, and service quality standards.
• Assist with hiring, onboarding, attendance management, and disciplinary actions when necessary.
• Maintain accurate operational reports, staffing records, and incident documentation.
• Respond quickly to irregular operations, including delays, cancellations, and high passenger volume situations.
• Promote a safe, professional, and customer-focused work environment.
• Ensure proper handling and maintenance of wheelchairs and mobility equipment
• Perform other duties as requested

Skills

Leadership

Communication

Education

HS Diploma or GED

Job description

Menzies Aviation in Indianapolis is seeking a Wheelchair Agent Supervisor to oversee wheelchair assistance operations across airport terminals, gates and baggage areas. You will assign shifts, monitor staffing, coordinate service requests and ensure passengers with mobility needs receive timely, professional service.

You will coach and develop wheelchair agents, handle escalated passenger concerns, ensure compliance with TSA, ADA and company policies, and assist with hiring, onboarding and