Representative, Operations Transportation Tower

Gategroup Holding; Denver (CO); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Paid time off

401k with company match

Company sponsored life insurance

Medical, dental, and vision plans

Voluntary disability insurance

Voluntary life, accident, and hospital

Employee Assistance Program

Employee Discounts

Weekly pay for union employees

Job summary

gategroup is seeking a dedicated team member to serve as the unit's primary representative in the Airport Tower, coordinating gate changes, aircraft swaps, and delays for our major customer. The role requires ensuring timely communication with dispatch, catering, and transportation teams to keep flights on schedule.

The position emphasizes frontline decision-making, data tracking, and strong customer service in a fast-paced aviation environment. Rotation between day and night shifts is required.

Qualifications

• HS diploma required
• Associate degree preferred
• Minimum 3 years of customer service experience
• 1 year experience directing the work of others
• Airline industry experience preferred

Responsibilities

• Analyzes data from custom computer screens and communicates airline changes to dispatch and catering teams.
• Monitors airline times and ensures catering teams complete flights as assigned.
• Monitors ramp operations timing and alerts management if on-time departures are jeopardized.
• Shares accurate information about operations with SOC and other parties.
• Makes operational decisions and communicates with transportation teams in the field.
• Represents the company in delay discussions and researches delay contestation.
• Tracks flight, gate, meal orders and related changes.
• Serves as back-up supervisor on ramp and directs workflow.
• Ensures run sheets are accurate and service levels meet customer specs.
• Answers and logs customer calls, concerns and complaints and recommends solutions

Skills

Basic computer skills

Ramp driving

Multi-tasking

Detail oriented

Customer service

Calm under pressure

Independent work

Decision making

Data compilation

Status updates

Process improvement

Client rapport

Education

HS diploma

Associate degree preferred

Job description

We’re looking for motivated, engaged people to help make everyone’s journeys better.

Position is responsible for serving as unit’s primary representative working in the Airport Tower for our major customer's operations where the decisions such as gate changes, aircraft swaps, and delays are made.

Annual Hiring Range/Hourly Rate:

$60,000 - $65,000

Benefits

• Paid time off
• 401k, with company match
• Company sponsored life insurance
• Medical, dental, vision plans
• Voluntary short-term/long-term disability insurance
• Voluntary life, accident, and hospital plans
• Employee Assistance Program
• Employee Discounts
• Weekly pay for union employees

Main Duties and Responsibilities:

• Analyzes data from custom computer screens and proactively communicates airline changes and updates to the unit dispatch and catering teams.
• Monitors airline arrival and departure times and ensures catering teams complete flights as assigned.
• Monitors driver’s kitchen department time, alerts unit management when on time departure is in jeopardy and when drivers are late off aircraft, delaying return to unit.
• Monitors international strips via Prism camera; provides accurate and timely information regarding the operation to the SOC.
• Makes some operational decisions and communicates directly to transportation teams on the field.
• Partners with Department Manager to be the voice for the company in delay discussions, and conducts the research needed when contesting a delay.
• Tracks all flight, gate, meal order and other changes in flights.
• Serves as back up supervisor when that individual is on the ramp by relaying changes in flights to drivers on the ramp, directing work flow and resolving customer problems.
• Checks that drivers have completed their run sheets accurately and that all times, aircraft changes, service levels and quantities meet customer specifications.
• Answers and logs customer calls, concerns and complaints and makes recommendations to resolve on-going issues.

Qualifications

Education:

• H.S. diploma required
• Associate’s degree preferred

Work Experience:

• Minimum 3 years of experience working in a customer service capacity required
• 1 year experience directing the work of others
• Experience working in the airline industry is preferred

Technical Skills: (Certification, Licenses and Registration)

• Basic computer skills
• Able to drive on the ramp
• Able to multi-task in a dynamic customer environment
• Detail oriented
• Strong customer service skills
• Able to keep calm in high pressure environment
• Able to work with a minimum of supervision/off-site environment
• Able to make independent decisions
• Able to compile data from multiple sources with a high degree of accuracy
• Able to communicate status changes to all parties in a timely manner
• Driven to document and improve processes
• Able to develop rapport with major client

Language / Communication Skills:

• Excellent written and oral communication skills.

Job Dimensions

Geographic Responsibility: Unit

Type of Employment: Full time

Travel %: N/A

Exemption Classification: Exempt

Internal Relationships: Drivers, dispatchers and the catering teams

External Relationships: Airline Customers

Work Environment / Requirements of the Job: Work in the airport Tower. This position will rotate periodically between day shift, night shift and vacation relief.

Budget / Revenue Responsibility: N/A

Organization Structure

Direct Line Manager (Title): Director or Manager, Ops Transport

Dotted Line Manager (Title, if applicable): N/A

Number of Direct Reports: 0

Number of Dotted Line Reports: 0

Estimated Total Size of Team: 1

gategroup Competencies Required to be Successful in the Job:

• Thinking – Information Search and analysis & problem resolution skills
• Engaging – Understanding others, Team Leadership and Developing People
• Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively
• Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus

Demonstrated Values to be Successful in the Position

Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:

• We treat each other with respect and we act with integrity
• We communicate and keep each other informed
• We put our heads together to problem solve and deliver excellence as a team
• We have passion for our work and we pay attention to the little details
• We foster an environment of accountability, take responsibility for our actions and learn from our mistakes
• We do what we say we will do, when we say we are going to do it
• We care about our coworkers, always taking an opportunity to make someone’s day better

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law.

For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

We anticipate that this job will close on: 10/02/2026