Airport Wheelchair Services Lead — People, Safety, Ops

Tampa International Airport; Boston (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Tampa International Airport is seeking a Wheelchair Agent Supervisor to oversee mobility assistance operations, assign schedules, coach wheelchair agents, and ensure safe, timely, and professional service for passengers with mobility needs.

The role involves coordinating with airline personnel and airport teams, monitoring performance, handling escalations, and maintaining accurate reports while adhering to TSA, ADA, and safety guidelines in a fast-paced, high-volume environment.

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.
• Airline or Airport Operations leadership experience.
• Knowledge of ADA compliance and passenger assistance standards.

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

Conflict Resolution

Customer Service

Supervision

Education

HS Diploma or GED

Job description

Tampa International Airport is seeking a Wheelchair Agent Supervisor to oversee mobility assistance operations, assign schedules, coach wheelchair agents, and ensure safe, timely, and professional service for passengers with mobility needs.

The role involves coordinating with airline personnel and airport teams, monitoring performance, handling escalations, and maintaining accurate reports while adhering to TSA, ADA, and safety guidelines in a fast-paced, high-volume environment.