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Director Passenger Services, Customer Experience
Worldwide Flight Services (WFS)Director responsible for driving service excellence in passenger handling at Worldwide Flight Services. Leading airline account management and operational compliance across various locations.
About the role
Key responsibilities & impact- Serve as the senior operational point of contact for key airline partners within passenger services, monitoring contract performance and ensuring alignment with agreed terms and act as escalation point for service matters and corrections.
- Provide oversight of passenger services performance across assigned stations, ensuring safe, compliant, and efficient operations.
- Define and embed WFS passenger service standards across all assigned stations, ensuring alignment with airline-specific brand and service requirements.
- Lead the development and execution of WFS passenger services training strategy, including onboarding, recurrent training, and leadership development.
- Lead Quarterly Business Reviews (QBRs), providing clear performance reporting, highlighting risks, and presenting actionable improvement plans.
- Partner with Ground Leadership to drive a strong service culture and front-line accountability, oversee structured service recovery programs, and represent WFS in customer reviews, audits, and performance discussions as the passenger services subject matter expert.
Requirements
What you’ll need- 10+ years of experience in the air cargo, ground handling, airline, or logistics industry in a commercial or senior management role.
- 6+ years of proven experience in sales, revenue management, or account management with measurable revenue growth results.
- Strong knowledge of SGHAs, SLAs, airport operations, cargo handling standards, and airline procurement processes.
- Demonstrated success negotiating multi-million-dollar contracts with airlines, integrators, and logistics companies.
- Proficiency in Microsoft Office Suite; experience with CRM platforms such as Microsoft Dynamics 365
- Bachelor’s degree in Business, Aviation, Logistics, or related field; MBA strongly preferred.
Benefits
Comp & perks- Want your pay in advance? Access your pay when you need it through the DailyPay app!
- Are you a top performer who thrives on recognition? On the spot awards offered through the Awardco Platform including gift cards and more!
- Need quality medical care? Multiple options for both full and part-time employees!
- Want WFS Employee Extras? Travel discounts, pet insurance, discount shopping & more!
- Looking to stay healthy and improve your life? Wellness programs offered to all employees!
- Want to invest in your future? 401k program offered!
- Looking to grow and have a career with us? Opportunity for internal mobility and transfers available!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
contract performance monitoringpassenger services oversightservice standards definitiontraining strategy developmentperformance reportingservice recovery programsnegotiation of contractsrevenue managementaccount managementcargo handling standards
Soft Skills
leadershipcommunicationinterpersonal skillsproblem-solvingstrategic thinkingcollaborationaccountabilitycustomer service orientationperformance improvementrisk management
Certifications
Bachelor’s degree in BusinessBachelor’s degree in AviationBachelor’s degree in LogisticsMBA