Passenger Services Manager – On-Duty

Worldwide Flight Services (WFS)

Passenger Service Manager overseeing daily operations related to customer-facing activities for WFS. Coordinating with teams and airline partners to ensure safe and efficient handling.

Posted 7/16/2026full-timeJamaica • New York • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in airline operations management, ensuring compliance with DOT/FAA regulations and TSA standards while providing exceptional customer service. Capable of leading teams, managing passenger irregularities, and maintaining effective communication across departments.

Highest-signal resume keywords

Airline Operations ManagementLeadership ExperienceCustomer Service ExcellenceTSA Regulations KnowledgeProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Airline Reservation SystemsDeparture Control SystemsOperational ReportingIncident DocumentationSafety Audits

Soft Skills

Strong CommunicationTeam LeadershipFlexibilityCoaching and MentoringCustomer Escalation Management

Industry Keywords

DOT RegulationsFAA RegulationsPassenger ExperienceGate Agent SupervisionOperational Briefings

About the role

Key responsibilities & impact

Oversee check-in, boarding, and arrival process to ensure a seamless passenger experience.
Supervise gate agents and customer service representatives to uphold service standards.
Manage passenger irregularities, including delays, cancellations, and denied boardings.
Handle customer escalations and provide on-the-spot solutions.
Ensure compliance with airline policies and DOT/FAA regulations.
Act as the primary decision-maker and point of contact during the shift.
Conduct shift briefings and debriefings for operational staff.
Maintain clear communication between departments and with airline partners.
Complete operational reports and incident documentation as needed.
Train, coach, and mentor frontline supervisors and staff.
Maintain a safe work environment and participate in required safety audits.

Requirements

What you’ll need

High school diploma or equivalent
Experience in airline or airport operations, with supervisory or management experience.
Strong leadership, communication, and problem-solving skills.
Knowledge of airline reservation and departure control systems.
Understanding of TSA regulations and corporate security programs.
Ability to work in a fast-paced, high-pressure environment.
Flexibility to work irregular hours, including nights, weekends, and holidays.

Benefits

Comp & perks

Access your pay when you need it through DailyPay app!
On the spot awards offered through the Awardco Platform including gift cards and more!
Multiple options for both full and part-time employees!
Travel Discounts, Pet insurance, Discount Shopping & More!
Wellness Programs offered to all employees!
401k program offered!
Opportunity for Internal Mobility and transfers available!