On-Duty Passenger Experience & Operations Leader

Worldwide Flight Services (WFS); Las Vegas (NV); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

DailyPay pay options

On-the-spot awards

Medical options for full/part-time

Travel discounts for employees

Wellness programs for all employees

401k program offered

Internal mobility opportunities

Job summary

Worldwide Flight Services (WFS) is seeking a Passenger Service Manager on Duty to oversee above-wing operations, ensuring safe, efficient and timely handling of flights, passengers and baggage. You will coordinate with internal teams, airline partners and airport authorities to resolve real-time challenges and maintain high customer service standards.

The role requires strong leadership, excellent communication, and problem-solving skills, with knowledge of airline systems, TSA regulations, and

Qualifications

• High school diploma or equivalent.
• Valid U.S. Driver's License.
• Experience in airline or airport operations with supervisory or management experience.
• Strong leadership, communication, and problem-solving skills.
• Knowledge of airline reservation and departure control systems.
• Understanding of TSA regulations and corporate security programs.
• Ability to work in a fast-paced, high-pressure environment.
• Flexibility to work irregular hours, including nights, weekends, and holidays.

Responsibilities

• Oversee check-in, boarding, and arrival process to ensure a seamless passenger experience.
• Supervise gate agents and customer service representatives to uphold service standards.
• Manage passenger irregularities, including delays, cancellations, and denied boardings.
• Handle customer escalations and provide on-the-spot solutions.
• Ensure compliance with airline policies and DOT/FAA regulations.
• Act as the primary decision-maker and point of contact during the shift.
• Conduct shift briefings and debriefings for operational staff.
• Maintain clear communication between departments and with airline partners.
• Complete operational reports and incident documentation as needed.
• Train, coach, and mentor frontline supervisors and staff.
• Maintain a safe work environment and participate in required safety audits.

Skills

Leadership

Communication

Problem-solving

TSA regulations

Ground handling

Education

High school diploma

Bachelor's degree preferred

Tools

Airline reservation systems

Departure control systems

Microsoft Office

Workforce management

Security programs

Job description

Worldwide Flight Services (WFS) is seeking a Passenger Service Manager on Duty to oversee above-wing operations, ensuring safe, efficient and timely handling of flights, passengers and baggage. You will coordinate with internal teams, airline partners and airport authorities to resolve real-time challenges and maintain high customer service standards.

The role requires strong leadership, excellent communication, and problem-solving skills, with knowledge of airline systems, TSA regulations, and