Representative, Operations Transportation Tower

gategroup; Denver, Northern (CO, KY); Hybrid; 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, vision plans

Disability insurance

Voluntary life, accident & hospital

Employee Assistance Program

Employee Discounts

Weekly pay for union employees

Job summary

gategroup in Denver is seeking a dedicated professional to serve as the unit's primary representative in the Airport Tower for our major airline customer. The role involves gate changes, aircraft swaps, delays, and coordinating with dispatch, catering, and transportation teams.

You will analyze data, monitor arrivals/departures, and help resolve issues while maintaining high standards of customer service. A strong background in airline operations and leadership is preferred.

Qualifications

• Minimum 3 years in a customer service role.
• 1 year leading others.
• Airline industry experience preferred.
• HS diploma required; Associate degree preferred.

Responsibilities

• Analyze data from screens and inform dispatch/catering teams.
• Monitor flight times and ensure flights are completed.
• Track flight/gate/meal changes and communicate status.
• Make operational decisions and coordinate with transportation teams.
• Support delay discussions and research when contesting delays.
• Log all flight, gate, meal orders and changes.
• Back-up supervisor on ramp and direct workflow.
• Verify run sheets and ensure accuracy and compliance.
• Handle customer calls and resolve issues.

Skills

Customer service

Communication

Team leadership

Multitasking

Education

HS diploma

Associate degree

Tools

Basic computer skills

Ramp driving

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.

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

gategroup is the global leader in airline catering, retail-on-board and hospitality products and services. gategroup provides passengers with superior culinary and retail experiences, leveraging innovation and advanced technology solutions. Headquartered in Zurich, Switzerland, gategroup delivers operational excellence through the most extensive catering network in the aviation industry, serving passengers from over 200 operating units in over 60 countries/territories across all continents.

We work in an exciting industry – fast-paced and ever-changing. Industry trends and customer expectations are constantly evolving and it is critical that we are agile, innovative and ready for change - and our people are our driving force. We offer attractive opportunities to be part of this fast-paced and truly international working environment.

For further information, please visit www.gategroup.com.