Senior Manager, Operations

JFK NTO; New York (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA/FSA

Group Life and AD&D

Disability Insurance

401k matching

Online training program

Job summary

The New Terminal One at JFK seeks an experienced Senior Manager, Operations to lead daily terminal and airside operations, overseeing the VACR and coordinating with airlines, agencies, and partners. You will champion safety, efficiency, and exceptional guest experiences in a complex, high-stakes environment.

Based onsite at JFK, you will mentor teams, manage training, and ensure adherence to SMS and regulatory standards while advancing operational performance and guest satisfaction across the

Qualifications

• Extensive experience in airline and airport operations.
• Strong experience utilizing SITA Airline systems.
• Self-driven, critical thinker with relationship-building skills.
• Ability to work under pressure with focus on guest needs.
• Excellent organizational, communication and computer skills (SharePoint, MS Office).
• High school graduation; relevant university or college degree preferred.
• Minimum of 7 years of experience in an aviation leadership role.

Responsibilities

• Lead and direct terminal personnel and programs to elevate airport operations and guest experience.
• Drive operational excellence across the terminal and ensure decisions support efficiency and guest satisfaction.
• Collaborate with VP Operations and ITOCC Director to align priorities.
• Coordinate with senior teams to assess impacts on guest experience and implement solutions.
• Act as Incident Commander during emergencies and irregular operations.
• Monitor performance metrics and drive continuous improvement in safety and guest journey.

Skills

Airline operations

Airport operations

SITA systems

Leadership

Emergency response

Communication

Safety management

Education

Bachelor's degree preferred

Tools

SharePoint

Microsoft Office

Job description

The New Terminal One at John F. Kennedy International Airport is a bold and exciting project to develop a world-class international terminal that will serve as an anchor terminal in the Port Authority's $19 billion transformation of JFK into a global gateway to the New York metropolitan area and the United States. The New Terminal One will set a new standard for design and service, aspiring to obtain a Top 5 Skytrax ranking and be considered one of the finest airport terminals in the world.

The New Terminal One is being built on sites now occupied by Terminal 1 and the former Terminal 2 and Terminal 3, where it will anchor JFK's south side. Construction is taking place in phases. The first phase includes the new arrivals and departures halls and first set of 14 new gates. Upon full completion, the New Terminal One will be 2.6 million square feet, making it the largest terminal at JFK and nearly the same size as LaGuardia Airport's two new terminals combined.

The New Terminal One will be a 23-gate, state-of-the-art, international-only terminal. Sustainably designed and future-focused, the terminal will feature expansive, naturally lit public spaces, cutting-edge technology, and an array of amenities, all designed to enhance customer experience and compete with some of the highest-rated airport terminals in the world.

Who we are looking for

You are a dynamic and accomplished aviation leader with extensive experience in airport operations, terminal management, and operational disruption response. You thrive in fast-paced, complex environments and bring a deep understanding of terminal and airside operations, including apron management, capacity planning, emergency response, winter operations, and operational risk management.

As a key leader within the Integrated Terminal Operations Control Center (ITOCC), you will oversee daily terminal and airside operations, including the Virtual Apron Control Room (VACR), while serving as a trusted point of contact for airlines, government agencies, business partners, and other stakeholders during both routine operations and disruptions. You have a proven ability to lead, mentor, and develop high-performing teams, drive operational excellence, and implement strategies that enhance safety, efficiency, resilience, and the guest experience.

You are a collaborative and decisive leader with strong communication skills, a commitment to continuous improvement, and the ability to perform effectively under pressure. Passionate about developing others, you create an environment of accountability, growth, and inclusion while championing both operational performance and exceptional guest experiences.

Your leadership style aligns with The New Terminal One at JFK’s values of Build Belonging, Move Fast, Make a Difference, and Have a Positive Impact, making you an exceptional fit for our ambitious, collaborative, and forward-thinking organization.

What you’ll be doing

As Senior Manager, Operations at The New Terminal One at JFK, your role is critical to our mission of delivering exceptional service and operational efficiency, and your responsibilities will include:

• Lead and direct the terminal personnel and programs necessary to elevate the airport terminal operation, ensuring a seamless journey for guests through the facility while maintaining a world-class guest experience.
• Serve as the driver of operational excellence across the entire terminal, ensuring operational decisions support both efficiency and guest satisfaction.
• Work closely with the VP Operations and ITOCC Director to align operational activities and strategic priorities.
• Coordinate with The New Terminal One at JFK Senior Manager, Operations team, Operations Supervisors, and Terminal Supervisors to assess operational impacts on the guest experience and implement effective solutions.
• Serve as the primary point of contact for all terminal-related activities between The New Terminal One at JFK and terminal stakeholders to address, resolve, and mitigate operational, guest, and disruption-related issues.
• Act as The New Terminal One at JFK’s primary point of contact for airport or terminal emergencies and irregular operations, serving as Incident Commander during Emergency Operations Center (EOC) activations.
• Actively monitor performance measurement tools and guest experience standards to improve terminal performance and the overall guest journey. Analyze operational and disruption data to identify trends, mitigate risks, and drive continuous improvement initiatives.
• Champion guest experience efforts during irregular operations and advocate for the guest perspective when evaluating operational decisions.
• Oversee the VACR team to ensure common-use resources are allocated in accordance with defined standards and capacity measurements.
• Administer, track, and schedule personnel training in key systems and procedures, support the development of training modules, and deliver operational training as required.
• Develop and maintain operational procedures and documentation, ensuring alignment with airport standards and regulatory requirements.
• Demonstrate proficiency in aviation weather interpretation, emergency response protocols, risk management, and operational decision-making.
• Liaise with airlines, business partners, concessionaires, and government agencies to maintain and enhance The New Terminal One at JFK’s operational standards while professionally representing the organization.
• Ensure compliance with Safety Management Systems (SMS), operational policies, and regulatory requirements while promoting a strong culture of safety.
• Oversee and participate in the hiring process, develop staffing models, mentor and develop team members, and maintain financial objectives in support of terminal operations.
• Leverage extensive airport operations and guest experience expertise to drive performance, team effectiveness, and service excellence throughout the terminal.

Qualifications

• Extensive experience in airline and airport operations.
• Strong experience utilizing SITA Airline systems
• Self-driven, critical thinker with strong relationship-building skills.
• Ability to work under pressure and focus on guest needs with high emotional intelligence.
• Excellent organizational, communication, and computer skills, including proficiency in SharePoint, and Microsoft Office Suite.
• High school graduation: relevant university or college degree preferred
• Minimum of 7 years of experience in an aviation leadership role

Where will you work

This role will be onsite and is currently located in Building 111 at JFK Airport. Certain duties will require you to access our construction site, and you will be required to strictly adhere to all company and site-specific safety guidelines.

This is a local hire position. The company does not offer relocation packages or reimbursement for moving expenses.

As The New Terminal One at JFK progresses towards its operational phase, your role may transition to the terminal, where you will be directly involved in the day-to-day activities of this state-of-the-art international terminal.

This role requires a valid Security Identification Display Area (SIDA) badge, and CBP (U.S. Customs and Border Protection) seal, which will be obtained and maintained throughout employment. Successful candidates will be subject to a background check and other security clearance procedures mandated by the TSA (Transportation Security Administration, CBP and PANYNJ (Port Authority of New York and New Jersey). Candidates who cannot obtain and maintain this credential will not be considered for employment.

What We Offer

• Medical
• Dental
• Vision
• HSA/FSA
• Group Life and Accidental Death and Dismemberment
• Short and Long-Term Disability Insurance
• 401k matching
• Comprehensive online training program
• Discount and Perks through partner programs

Our values and commitment

We do not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The New Terminal One consortium of labor, operating, and financial partners is led by Ferrovial, JLC Infrastructure, Ullico, and Carlyle. The New Terminal One is being built by union labor and we are committed to local inclusion and labor participation, focusing on diversity and capacity-building opportunities, including ambitious participation goals of 30% for minority and women-owned enterprises, 10% for local business enterprises and 3% for service-disabled veteran-owned businesses.

To learn more about the New Terminal One at JFK International Airport

visit https://portauthoritybuilds.com/redevelopment/us/en/jfk/planned-projects/terminal-1.html