Duty Manager

Trego-Dugan Aviation Inc; Warwick (RI); On-site; USD 65,000 - 90,000; Full time

Job summary

Trego-Dugan Aviation Inc in Warwick, RI seeks a Duty Duty Manager (Ramp and Passenger) to lead ramp and passenger service operations, supervise staff, and ensure safety, security and service standards are met. The role involves coordinating with TSA and airline teams, maintaining equipment, and driving efficient day-to-day operations.

Ideal candidates have 2–5 years in management, strong communication skills, and the ability to work various shifts.

Qualifications

• Two to five years of management/supervisory experience in field service duties.
• Excellent interpersonal, written and oral communication skills.
• Experience with airline pricing is a plus.
• Ability to read, write, speak and understand English fluently.

Responsibilities

• Direct Ramp/Ground and Customer Service operations for contracted flights and charters.
• Directly train Ground Operations and Customer Service Agents; maintain training records.
• Implement departmental policy and drive more efficient operations as needed.
• Coordinate with air carrier personnel, station managers, and TSA representatives.
• Maintain and operate ground equipment and related platforms; ensure equipment is in good order.
• Ensure compliance with FAA/TSA rules and corporate procedures; participate in meetings.
• Prepare verbal and written reports on ground service activities and staffing.
• Handle billing, payments, cash handling, and supply ordering as required.
• Be available for various shifts including swing/graveyard, weekends, and holidays.

Skills

Analytical reading

Business analysis

Report writing

Presentations

Problem solving

Instruction interpretation

Physical ability

Equipment operation

Shift accountability

Punctuality

Education

College degree or equivalent experience

Job description

General Purpose Of Job

The work of Duty Duty Manager (Ramp and Passenger) Services includes directing personnel within assigned functional areas which may include ramp services and/or passenger services; overseeing and advising on staffing requirements; monitor discipline/corrective action by subordinates; ensuring customer satisfaction by daily feedback; acting as liaison between first level supervisor and upper management. Proactively monitors the work of assigned employees to ensure that customer satisfaction, safety, security, quality and employee relations meet or exceed standards. Maintain and control all required aspects of the operation in accordance with the corporate security program and TSA legislation. Ensure that the required company audit requirements are undertaken to ensure continuity and compliance at all times. Read, understand and clarify the implementation of the site-specific security plan and ensure that all staff are issued with a relevant company ID and that they are required to display this identity badge. Ensures they administer practices in a fair and equitable manner, where all employees, customers, vendors and other third parties are treated with respect.

General Purpose Of Job

The work of Duty Duty Manager (Ramp and Passenger) Services includes directing personnel within assigned functional areas which may include ramp services and/or passenger services; overseeing and advising on staffing requirements; monitor discipline/corrective action by subordinates; ensuring customer satisfaction by daily feedback; acting as liaison between first level supervisor and upper management. Proactively monitors the work of assigned employees to ensure that customer satisfaction, safety, security, quality and employee relations meet or exceed standards. Maintain and control all required aspects of the operation in accordance with the corporate security program and TSA legislation. Ensure that the required company audit requirements are undertaken to ensure continuity and compliance at all times. Read, understand and clarify the implementation of the site-specific security plan and ensure that all staff are issued with a relevant company ID and that they are required to display this identity badge. Ensures they administer practices in a fair and equitable manner, where all employees, customers, vendors and other third parties are treated with respect.

Required Skills

• Ability to read, analyze, and interpret Trego-Dugan Employee Handbook, general business periodicals, professional journals, technical procedures, or governmental regulations, airline policy and procedures manuals.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups or managers, clients, and customers.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to lift 70 lbs.
• Ability to operate equipment and hold necessary licensing (if applicable).
• Ability to perform specific responsibilities related to your shift.
• Reports to work on a regular and timely basis.

Required Experience

Two to five years previous management/specialist supervisory experience in field service duties. Independent judgment and decision making skills required. Excellent interpersonal skills, written and oral communication skills. Familiarity with personal computer software helpful. Airline pricing experience. College degree or equivalent experience. Ability to read, write, fluently speak and understand the English language.

Essential Duties And RESPONSIBILITES

• Plans, organizes, directs, and participates in the Ramp/Ground and/or Customer Service operations for both contracted commercial flights and charter aircraft. Ramp operations include, security screening; baggage transfers to and from aircraft, aircraft deicing, aircraft cleaning, lavatory services, and aircraft power unit hookups.
• Directs and trains assigned Ground Operations Agents and or Customer Service Agents. Training includes new employee training and on-going in-service training, including monthly compliance and yearly safety training. Maintains required training records.
• Implements departmental policy as directed for Ramp/Ground and Customer Service operations. Advises the Lead Agents on policy issues, including making recommendations and decisions as appropriate and developing more efficient methods of operations as needed.
• Coordinates Ground Operation/Ramp and Customer Service activities with air carrier personnel, station managers, and representatives of the Transportation Security Administration (TSA) as required for assigned shift.
• Participates in the operation and training of various types of ground equipment, including, but not limited to, aircraft loading bridges, baggage tugs and carts, belt loaders, electric carts, lavatory carts, portable water carts, air starts, towbars and portable stairs in and around aircraft. Ensures ground equipment is maintained in good working order at all times. As well as all Customer Service/Ticketing Platforms.
• Ensures compliance with current Federal Aviation Administration (FAA) and TSA security regulations, airline corporate rules and regulations, directives and procedures. Implements necessary changes in operations as directed. Attends regular and as-needed meetings.
• Maintains emergency checklists and supplies.
• Prepares and submits verbal and written reports related to ground service activities and Ground Operation Agents and Customer Service Agents as required.
• Handles other business-related responsibilities involving billing, correcting/updating payment data, collecting payments, cash handling, ordering supplies and other similar duties.
• Must be available to work various shifts including swing and graveyard shifts plus weekends and holidays

Competency/Behavioral Requirements

• Direct and participate in the work of daily Ground Operations/Ramp and/or Customer Service activities;
• Prepare timely written and verbal reports, training demonstrations, etc.;
• Follow oral and written instructions;
• Communicate effectively both verbally and in writing;
• Deal effectively and courteously with co-workers and customers;
• Exercise sound, independent judgment;
• Analyze situations and problems with a results-oriented focus;
• Resolve