Traffic Operations Agent - Hobby Airport

City-of-Houston,-T; Houston (TX); On-site; USD 38,000 - 48,000; Full time

Job summary

The Traffic Operations Agent at Hobby Airport (HOU) supports daily airport operations for Landside, roadways, and ground transportation to ensure a safe and efficient customer experience. The role involves enforcing regulations, coordinating with AOC and TSA, and maintaining security across airport facilities.

Requires an Associate’s degree in Aviation Management or related field and at least 6 months of airport operations or customer-service experience.

Qualifications

• Requires an Associate’s degree in Aviation Management, Airway Science, Criminal Justice, Law Enforcement, Business Administration, Public Administration or a related field.
• Six (6) months of experience in airport operations, airport security, airport safety and/or any other customer service-related field is required.
• Directly related professional experience in airport operations/security or customer service may substitute for the education requirement on a year-for-year basis.

Responsibilities

• Monitors curb zones for safe and efficient traffic flow and enforces tow and parking regulations.
• Monitors passenger and guest access to airport terminals; assists with incidents.
• Provides customer service while performing duties and resolving issues.
• Responds to calls for assistance by the Airport Operations Center (AOC) in a timely manner; deescalates situations as appropriate.
• Notifies supervisor of unsafe conditions, violations, or discrepancies in airport facilities and terminals; may monitor security access points.
• Completes daily reports/logs of all activities conducted during a shift.
• Supports passengers and operations during emergencies, outages, or irregular operations; acts as a field liaison.
• Suggests improvements to the customer experience based on observations.

Skills

Customer service

Traffic control

Regulatory compliance

Emergency response coordination

Education

Associate’s degree in Aviation Management

Associate’s degree in Airway Science

Criminal Justice

Law Enforcement

Business Administration

Public Administration

Related field

Job description

Applications Accepted From: ALL PERSONS INTERESTED

Division/Section: Operations I Landside Operations, Hobby Airport (HOU)

Workdays & Hours: Shift work, rotating schedule, weekend/holidays - subject to change

Purpose of Division

The Operations Division is responsible for the Airport Operations Centers (AOC), Airside and Landside Operations, Security, Airport Badging Offices, Safety, and Emergency Management at George Bush Intercontinental and William P. Hobby Airport. The team works around the clock ensuring a safe, secure, and efficient customer experience from the roadway to the runway. The Operations Division is also the liaison to key stakeholders such as the Transportation Security Administration(TSA), Houston Fire Department (HFD), Houston Police Department (HPD), Federal Aviation Administration (FAA), and other agencies ensuring the highest level of safety and security for our customers.

Description of Duties/Essential Functions of the Position

The Traffic Operations Agent assists in the daily operational activities to ensure a safe and seamless movement of customers using roadways, terminal(s), and ground transportation. The Traffic Operations Agent maintains efficient operations of roadways and ground transportation activities by identifying impediments, collaborating with peers to delegate tasks based on operational peaks and needs, keeping the Landside Operations Supervisor informed, and staying abreast of changes to Code of Federal Regulations Title 49, Parts 1542, 1540, and other state, local regulations related to the operations of the airport. The Traffic Operations Agent provides a safe airport environment by conducting vehicle and road inspections, monitors weather, coordinating the elimination of safety hazards, controlling emergency responses until relieved, and participating in emergency preparedness events and activities. This position ensures a secure airport environment through compliance enforcement from persons using airport facilities and services. The Traffic Operations Agent achieves compliance through enforcement of airport operation procedures, government regulations, and challenging airport badge holders attempting to bypass security procedures. Further, the Traffic Operations Agent builds working relationships with ground transportation providers based on commitment and trust and proactively anticipate incidents by identifying resolutions to the benefit of all parties involved.

“Candidates must be able to obtain all security required badge access including Custom Border Patrol access within 6 months from the hire date.”

Essential job duties and responsibilities for the Traffic Operations Agent include but not limited to:

• Monitors curb zones for safe and efficient traffic flow of both pedestrians and vehicles. Enforces tow and parking regulations and issues citations.
• Monitors passenger and guest access to airport terminals. Assists with traffic accidents and disabled vehicles by notifying emergency personnel and maintenance teams as needed.
• Provides customer service while performing duties. Assists airport customers by answering questions and resolving issues.
• Responds to calls for assistance by customers and the Airport Operations Center (AOC) in a timely manner. Addresses and deescalates situations as appropriate and takes necessary corrective actions to remedy issues that arise.
• In accordance with CFR 1542, which covers airport security and safety, notifies supervisor of any unsafe conditions, violations and/or discrepancies at airport facilities and terminals. May monitor security access points, challenge airport badges, conduct periodic and random checks, in partnership with all stakeholders, tenants, contractors and other governmental agency representatives.
• Completes daily reports/logs of all activities (/vehicle activity, etc.) conducted during a shift.
• May facilitate commercial vehicle processing (i.e. limousines, shuttles, taxis and Transportation Network Company “TNC” vehicles), including permit sales and compliance by conducting inspections in accordance with applicable regulations and policies.
• Supports passengers, guests, and operational activities during emergencies, outages, construction-related closures and other irregular operations. During emergencies, acts as a field liaison and maintains order following the Airport Emergency Plan and other airport rules and regulations.
• May suggest improvements to the customer experience, such as passenger processing and facility aesthetics, based on observations and/or input of passengers, business partners and team members.
• Contributes to the team by performing other duties as assigned

WORKING CONDITIONS

Must be able to stand on hard surfaces, walk for extended periods of time, and multi-task. This position must also be able to work any shift to include rotating shift, nights, weekends, holidays, and is expected to participate in emergency preparedness events and activities. The position requires intermittent stooping or bending. Occasional very light lifting, such as three or four reams of papers or books (up to 20 pounds or an equivalent weight) may be required. There are routine discomforts from exposure to heat, cold, moisture/wetness, and unpleasant air conditions. The position may involve routine exposure to soiled materials and light chemical substances such as cleaning solutions. Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated gross motor movements within low tolerance demands with no real speed requirements.

EDUCATIONAL REQUIREMENTS:

Requires an Associate’s degree in Aviation Management, Airway Science, Criminal Justice, Law Enforcement, Business Administration, Public Administration or a related field.

EXPERIENCE:

Six (6) months of experience in airport operations, airport security, airport safety and/or any other customer service-related field is required.

Directly related professional experience in airport operations/security or customer service may substitute for the above education requirement on a year-for-year basis.

LICENSES/CLEARANCES:

Requires a valid Class C Texas Driver’s license and compliance with COH policies on driving.

Preference will be given to applicants with airport operations, airport security, or law enforcement. Consideration will be given to applicants with customer service experience in an aviation setting. Preference will be given to applicants with experience conducting traffic control for a large facility. Candidates with the ability to communicate effectively verbally and in writing; effective communication when using bilingual or multilingual skills to communicate with customers is a plus. Experience with Microsoft Office Suite and business writing skills is preferred.

*Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.*

SELECTION/SKILLS TESTS REQUIRED

The selection process will involve application review and/or interview. Department may administer skills assessment test.

SAFETY IMPACT POSITION - YES

If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

Pay Grade - 13

SALARY INFORMATION

Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

EOE Equal Opportunity Employer

The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.