IND Wheelchair Supervisor

Menzies Aviation; Indianapolis (IN); On-site; USD 42,000 - 64,000; Full time

Job summary

Menzies Aviation in Indianapolis is seeking a Wheelchair Agent Supervisor to oversee wheelchair assistance operations across airport terminals, gates and baggage areas. You will assign shifts, monitor staffing, coordinate service requests and ensure passengers with mobility needs receive timely, professional service.

You will coach and develop wheelchair agents, handle escalated passenger concerns, ensure compliance with TSA, ADA and company policies, and assist with hiring, onboarding and

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.
• Knowledge of ADA compliance and passenger assistance standards.
• Must be able to read, write, understand and carry out instructions in English.
• Must meet necessary requirements to obtain a security sensitive identification badge.
• Must be able to verbally direct in English.
• Must have good hearing and vision.

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

Education

HS Diploma or GED

Job description

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-criticallogisticsservices at over300 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

TheWheelchair Agent Supervisoris responsible foroverseeing wheelchairassistanceoperations and supervising wheelchair agents to ensure passengers with mobility needs receive safe,timely, and professional service throughout the airport. This role manages staffing, operational performance, customer service standards, and compliance with airport and airline procedures.

What you will be doing

• Supervise daily wheelchairassistanceoperations across airport terminals, gates, and baggage claim areas.
• Assign work schedules,monitorstaffing coverage, and coordinate service requests to ensure operational efficiency.
• Ensure passengersrequiringmobilityassistancereceivetimelyand 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 teamsregardingpassengerassistanceneeds.
• Ensure compliance with airport safety procedures, TSA regulations, ADA guidelines, and company policies.
• Monitor operational metrics, response times, and service quality standards.
• Assistwith hiring, onboarding, attendance management, and disciplinary actions when necessary.
• Maintainaccurateoperational 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

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 othersin accordance withprovided 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,safetyand 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:

• Must be 18 years of age or older
• HS Diploma or GED
• One (1) year of wheelchairassistance, customer service, hospitality, or airport operations experience
• Minimum one (1) year oflead orsupervisory experience
• Excellent verbal and writtencommunicationskills
• 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
• Knowledge of ADA compliance and passengerassistancestandards
• Airport terminals, gates, security checkpoints, and baggage claim areas
• Fast-paced environment with frequent passenger interaction
• Requires extensive walking and movement throughout airport facilities
• Exposure to crowded, high-traffic operational areas
• Ability to stand and walk for extended periods throughout shifts
• Ability to push wheelchairs andassistpassengers as needed
• Ability to lift, push, and pull up to 50 pounds occasionally
• Ability to respond quickly to operational and passenger service needs
• Must be able to read, write,understandand carry out instructions in English
• Must meet necessary requirements to obtain a security sensitive identification badge
• Must be able to verbally direct in English
• Must have good hearing and vision
• Treatall information as confidential

Diversity

MenziesAviation 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.

Qualifications

Education

Required

High School or better.

Equal Opportunity Employer
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.