Aviation Passenger Service Lead – Ops & Guest Experience

Colonial Group; Torrance (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Colonial Group is seeking a Passenger Service Supervisor to lead station operations in Torrance, coordinating airline customer relations and overseeing staffing, budgeting, and compliance. The role emphasizes strong communication, financial stewardship, and adherence to safety procedures.

The position requires a minimum of 3+ years in airline/aviation settings, proficiency in Microsoft Office, and availability for nights, weekends, and holidays.

Qualifications

• 3+ years of airline/aviation experience or training.
• Full knowledge of Passenger Service handling procedures and aviation safety.
• Effective communication and interpersonal skills.
• Strong analytical and organizational abilities.
• Proficiency in Microsoft Office.
• Willingness to work nights, weekends, and holidays.
• Willingness to travel as required.

Responsibilities

• Establish and maintain effective communication with airline customers to assess their needs.
• Serve as liaison between dnata and airline customers to resolve issues.
• Plan and monitor Passenger Service labor and operating expenses.
• Ensure station complies with company policies and aligns with mission and values.
• Ensure asset management, financial reporting, and regulatory compliance.
• Direct a management and supervisory staff for primary station functions.
• Direct and participate in training and onboarding of team members.
• Leverage SLA and SGHA knowledge for current and future customers.
• Develop teams to improve performance through succession planning and KPI coaching.
• Establish structured communication between departments to support commitments.
• Interact with customers to promote the station and measure satisfaction.
• Ensure staffing levels via flight and personnel scheduling.
• Encourage employee involvement in station improvement.
• Responsible for financial management including capital expenditures, forecasting, budgeting, audits.
• Develop new business plans with capital needs and performance.
• Carry out management responsibilities per policies and laws.
• Related duties as assigned.

Skills

Communication skills

Analytical skills

Organizational skills

Night/weekend/holiday availability

Travel required

Tools

Microsoft Office

Job description

Colonial Group is seeking a Passenger Service Supervisor to lead station operations in Torrance, coordinating airline customer relations and overseeing staffing, budgeting, and compliance. The role emphasizes strong communication, financial stewardship, and adherence to safety procedures.

The position requires a minimum of 3+ years in airline/aviation settings, proficiency in Microsoft Office, and availability for nights, weekends, and holidays.