Operations Manager

Maximus Global Services; Sterling (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Maximus Global Services is seeking an experienced Operation Manager to lead operations at Dulles International Airport. This role includes supervising ground operations, ensuring compliance with aviation regulations, managing budgets, and collaborating with airlines and airport authorities. Ideal candidates should hold a Bachelor's degree and possess 5-7 years of customer service experience, including 5 years in management. Strong operational and safety knowledge is essential, as well as excellent communication skills. Join us to contribute to a high-quality service environment.

Qualifications

• 5-7 years’ experience in customer service.
• 5 or more years working as manager.

Responsibilities

• Supervise ground operations ensuring service expectations are met.
• Ensure safety and compliance with aviation regulations.
• Coordinate with stakeholders like airlines and authorities.
• Manage staff and schedules effectively.
• Manage the operational budget and optimize costs.
• Act as the primary point of contact with stakeholders.
• Develop emergency response plans.
• Analyze operational data and generate reports.
• Formulate operational policies and procedures.
• Monitor equipment and facilities.
• Handle disruptions and ensure customer service oversight.
• Promote company policies and track performance metrics.
• Conduct evaluations and disciplinary actions.

Skills

Stress Management/Composure

Ethical Conduct

Good Communication

Customer/Client Focus

Strong Operational & Business Acumen

Knowledge of Aviation Regulations & Safety

Problem-Solving

Education

Bachelor’s Degree or equivalent

Tools

MS Office (Word, Excel, Outlook)

Job description

Are you a leader with a passion for aviation? Join our team at Maximus Global Services!

We are seeking an experienced Operation Manager to lead our operations at Dulles International Airport.

The Operations Manager is responsible for directing and coordinating all ground operations at the airport. This includes passenger services, wheelchair services, janitorial, security, sky cap and baggage handler services. The role ensures compliance with aviation regulations, maintains safety standards, manages staff and resources, and delivers efficient service to airlines and passengers.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions

• Supervise ground operations: Oversee all services provided at the station; including passenger services, wheelchair services, baggage handler, janitorial and security, etc. Ensures that service expectations are met
• Ensure safety and compliance: Adhere to aviation regulations, airport rules, and occupational safety standards.
• Coordinate with stakeholders: Liaise with airlines, airport authorities, ground handling agents, and service providers.
• Manage staff and schedules: Recruit and supervise staff while ensuring adequate shift coverage. Ensure the proper use of ADP, to manage schedules and approve employee hours
• Manage the operational budget, including the development of financial plans, allocation of resources, and cost optimization strategies
• Act as the primary point of contact with airport authorities, airlines, and other stakeholders, maintaining strong professional relationships
• Develop and oversee emergency response plans and procedures, ensuring preparedness for crisis situations and swift, effective management of any operational disruptions
• Analyze operational data and generate comprehensive reports to identify trends, measure performance against targets, and inform decision‑making
• Formulate and establish operational policies and procedures, and oversee their implementation to enhance overall efficiency and service quality
• Monitor equipment and facilities: Ensure equipment such as wheelchairs is maintained and operational.
• Budget and resource management: Control costs (Help maintain budget targets, including total working hours needed for all services, reduction of OT and any operational expenses), allocate resources, and optimize operational efficiency.
• Crisis and issue resolution: Handle disruptions such as delays, equipment failures, or safety incidents.
• Customer service oversight: Guarantee smooth passenger experience
• Promotes all company policies.
• Track key performance indicators (KPIs), report on operational metrics, and drive process improvements.
• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
• Communicates areas of accountability and performance expected of personnel assigned
• Conduct disciplinary actions when needed and performance evaluations.

Competencies

• Stress Management/Composure
• Ethical Conduct and strong leadership
• Good Communication & Teamwork Orientation
• Customer/Client Focus
• Strong Operational & Business Acumen
• Knowledge of Aviation Regulations & Safety
• Problem-Solving & Decision-Making

Required Education And Experience

• Bachelor’s Degree or equivalent
• 5-7 years’ experience in customer service
• 5 or more years working as manager

Additional Eligibility Qualifications

• As a condition of employment, applicant must successfully complete a background investigation.
• Computer literacy in MS Office packages such as Word, Excel and Outlook.
• Must be able to read, write and speak English. Bi‑Lingual (English and Spanish) is a plus.
• Maintain a relationship with both employees and clients
• Must have a good working knowledge of management practices and principles so they can efficiently perform his job.
• The job requires someone with critical thinking skills who can quickly observe a situation and make the appropriate response.

Security Clearance (if applicable)

Must be eligible for CBP seal and pass the criminal background check to obtain the airport ID.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.