Airport Operations Shift Manager: Passenger Assistance

Grupo EULEN; New York (NY); On-site; USD 65,000 - 85,000; Full time

Job summary

Grupo EULEN is seeking a Duty Shift Manager to oversee wheelchair and passenger assistance operations at the airport terminal. You will lead a team of Terminal Coordinators, Wheelchair Agents, and Dispatchers, ensuring staffing aligns with flight schedules and passenger demand.

The role requires strong leadership, problem-solving, and an unwavering commitment to service excellence across all shifts. You will coordinate with airline partners and airport authorities while maintaining safety and

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor’s degree preferred in Business, Aviation, or related field.

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 escalation as needed.
• Maintain records of incidents, delays, and shift activities, and provide shift reports to senior leadership.
• 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.

Skills

Team leadership

Airport operations

Staff scheduling

Communication

Problem solving

Education

High school diploma or equivalent

Associate or Bachelor’s degree in Business, Aviation, or related field preferred

Job description

Grupo EULEN is seeking a Duty Shift Manager to oversee wheelchair and passenger assistance operations at the airport terminal. You will lead a team of Terminal Coordinators, Wheelchair Agents, and Dispatchers, ensuring staffing aligns with flight schedules and passenger demand.

The role requires strong leadership, problem-solving, and an unwavering commitment to service excellence across all shifts. You will coordinate with airline partners and airport authorities while maintaining safety and