Lead Mobility Assistance Specialist - AK Airlines Mobility Services - (Pay DOE) - Anchorage, AK

Nana Management Services, LLC; Anchorage (AK); On-site; USD 48,000 - 64,000; Full time

Job summary

Nana Management Services, LLC in Anchorage, AK seeks a Mobility Services Supervisor to lead daily operations, ensure safe, efficient, dignified assistance to passengers with mobility needs, and coordinate with airlines and ground services.

You will oversee scheduling, training, service quality, and compliance with safety and accessibility standards, manage equipment, handle escalations, and promote teamwork in a fast-paced airport environment.

Qualifications

• High school diploma or GED required.
• Minimum one year of customer service experience.
• Must be able to lift/move up to 50 lbs and assist with passenger transfers.

Responsibilities

• Lead daily mobility services operations, including staffing, scheduling, and task delegation to ensure timely passenger assistance and smooth passenger flow.
• Ensure adherence to accessibility standards and airline/airport protocols; promote safe, courteous, and respectful passenger interactions.
• Assist in the training and onboarding of new staff; maintain documentation of certifications, training, and performance.
• Coordinate with Airlines, Security, Gate Agents, and Ground Transportation to optimize arrivals, connections, and departures for mobility customers.
• Manage documentation and records for service logs, incident reports, equipment maintenance, and incident follow-ups.
• Ensure proper use, maintenance, and replacement of mobility equipment (wheelchairs, transfer devices, etc.) and report any equipment issues.
• Support the General Manager/Assistant General Manager in achieving department goals, budgets, and quality metrics; provide regular progress updates.
• Handle customer concerns with professionalism, resolve issues, and escalating as needed.
• Promote a positive work environment, teamwork, and effective communication within the mobility team.
• Perform other duties as assigned that support department success.

Skills

Customer service experience

Fluent English

Ability to lift 50 pounds

Proficient computer skills

Flexible schedule

SIDA badge eligibility

Background check compliance

Airport operations coordination

Education

High School diploma or GED

Tools

Mobility-assessment apps

Check-in / scheduling software

Job description

Job Description

This position provides hands-on leadership to the mobility services team, ensuring safe, efficient, and dignified assistance to passengers with mobility needs. This role oversees daily operations, training, service quality, scheduling, and compliance with safety and accessibility standards. The supervisor ensures timely passenger transport within the terminal and to/from aircraft, adherence to security protocols, and coordination with airlines, ground services, and operations.

Responsibilities

• Lead daily mobility services operations, including staffing, scheduling, and task delegation to ensure timely passenger assistance and smooth passenger flow.
• Ensure adherence to accessibility standards and airline/airport protocols; promote safe, courteous, and respectful passenger interactions.
• Assist in the training and onboarding of new staff; maintain documentation of certifications, training, and performance.
• Coordinate with Airlines, Security, Gate Agents, and Ground Transportation to optimize arrivals, connections, and departures for mobility customers.
• Manage documentation and records for service logs, incident reports, equipment maintenance, and incident follow-ups.
• Ensure proper use, maintenance, and replacement of mobility equipment (wheelchairs, transfer devices, etc.) and report any equipment issues.
• Support the General Manager/Assistant General Manager in achieving department goals, budgets, and quality metrics; provide regular progress updates.
• Handle customer concerns with professionalism, resolve issues, and escalating as needed.
• Promote a positive work environment, teamwork, and effective communication within the mobility team.
• Perform other duties as assigned that support department success.

Qualifications

• High School diploma or GED equivalent.
• At least one year of customer service experience.
• Must be able to lift and/or move up to 50 pounds as part of routine duties and must be capable of assisting with transfers and maneuvering passengers weighing up to 350 pounds.
• Proficient computer skills; ability to learn new software quickly (check-in, scheduling, incident reporting, mobility-assessment apps).
• Must be available to work a flexible schedule with overtime when required.
• Must be able to work effectively with a minimum of supervision or support.
• Must be fluent in speaking, reading, and writing English.
• Ability to pass SIDA Badge test, which includes an assessment of knowledge related to airport security protocols, access control procedures, and safety regulations in secure and restricted areas.
• Ability to obtain an Alaska AOA Badge. To be eligible, applicants must meet the following criteria:
• Successfully pass an FBI fingerprint-based background check.
• Complete and pass a TSA Security Threat Assessment (STA).
• Have no outstanding warrants or be able to provide documentation of their resolution.

Preferred Qualifications

• Six months of supervisory or leadership experience

Working Conditions and Physical Requirements

Weather: Indoor/Outdoor. Frequently exposed to arctic conditions.

Noise level: Moderate to Loud

Description of environment: This is an airport setting

Physical requirements:

The associate must be able to lift and/or move up to 50 pounds as part of routine duties and must be capable of assisting with transfers and maneuvering passengers weighing up to 350 pounds, using approved equipment and safety protocols

While performing the duties of this job, the associate is regularly required to stand, walk, use hands to finger, handle, or feel objects, tools, controls, talk or hear, pull/push carts, twist. The associate is frequently required to reach with hands and arms. The associate is occasionally required to climb, balance, stoop, kneel, crouch, or crawl.

Employees are occasionally exposed to fumes or airborne particles and may be exposed to toxic or caustic chemicals.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Travel: None

Competencies

NMS Core Values

Safety guides our behavior.

Honesty and integrity govern our activities.

Commitments made will be fulfilled.

All individuals are treated with dignity and respect.

The environment will be protected and sustained.