Baggage Performance Manager

Menzies Aviation; College Park (GA); On-site; USD 70,000 - 85,000; Full time

Job summary

Menzies Aviation is seeking a Baggage Performance Manager based in College Park, GA. This role oversees the mishandled baggage reporting processes, ensuring accuracy and customer focus in baggage handling.

The ideal candidate should have a Bachelor's degree in a related field and at least 5 years of experience in airline operations. Strong analytical skills and familiarity with baggage tracking systems are essential. Join us in delivering exceptional service in the aviation industry, fostering a safe and inclusive work environment.

Qualifications

• 5+ years of experience in airline operations, baggage services, or performance management.
• Strong analytical skills with experience interpreting operational data and KPIs.
• Ability to work in a fast-paced operational environment.

Responsibilities

• Monitor and analyze mishandled baggage reports for compliance with standards.
• Collaborate with teams to improve processes and reduce baggage incidents.
• Develop strategies to enhance reporting efficiency and customer experience.

Skills

Analytical skills

Problem-solving abilities

Communication skills

Stakeholder management

Education

Bachelor’s degree in aviation management, Business Administration, Operations Management, or related field

Tools

Baggage tracking systems (e.g., WorldTracer)

Job description

Atlanta, GA | ATL
College Park, GA 30320, USA

Description

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time‑critical logistics services at over 300 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

The Baggage Performance Manager is responsible for overseeing the end‑to‑end performance of mishandled baggage reporting processes within airline or airport operations. This role ensures timely, accurate, and customer‑focused handling of baggage irregularities, while driving continuous improvement in reporting accuracy, resolution time, and customer satisfaction.

What you will be doing

• Monitor and analyze mishandled baggage reports (MBRs) to ensure accuracy, completeness, and compliance with company and regulatory standards
• Track key performance indicators (KPIs) such as reporting timeliness, tracing success rates, and resolution turnaround times
• Identify trends, root causes, and operational gaps contributing to baggage mishandling
• Collaborate with airport operations, baggage services, and customer service teams to improve processes and reduce incidents
• Lead performance reviews and provide actionable insights to senior management
• Develop and implement strategies to enhance reporting efficiency and customer experience
• Ensure proper use of baggage tracking systems (e.g., WorldTracer or equivalent platforms)
• Train and support frontline staff on best practices for accurate and efficient report handling
• Manage escalations and ensure prompt resolution of high‑priority or sensitive cases
• Maintain compliance with airline policies, aviation regulations, and data privacy requirements

Safety, Security, Wellbeing and Compliance

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

What we are looking for

• Bachelor’s degree in aviation management, Business Administration, Operations Management, or related field (or equivalent experience)
• 5+ years of experience in airline operations, baggage services, or performance management
• Strong analytical skills with experience interpreting operational data and KPIs
• Familiarity with baggage tracking systems (e.g., WorldTracer)
• Excellent problem‑solving and decision‑making abilities
• Strong communication and stakeholder management skills
• Ability to work in a fast‑paced, operational environment

Key Performance Indicators

• Reduction in mishandled baggage rate
• Accuracy and completeness of MBR entries
• Average resolution time for baggage claims
• Customer satisfaction scores related to baggage services
• Compliance with reporting and operational standards

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.