Terminal Operations Lead

Hiring Range: $30.21-$36.25. The maximum pay for this position is $42.29.

The Terminal Operations Lead is responsible for coordinating and overseeing operations and direct customer service for the terminal facilities at Eagle County Regional Airport. They professionally communicate applicable laws and procedures and recommend solutions to issues that arise. Trains and mentors new Customer Service Ambassadors and continues to support and assist those employees as needed to improve outcomes for the airport tenants and the traveling public. Acts as the primary point of contact for terminal operations in the managers absence.

Essential Functions

Leadership

• Coordinates the daily workflow of other team members on shift.
• Provides immediate leadership ensuring a positive and productive work environment by modeling professionalism teamwork and service excellence.
• Mentors and trains new team members sharing knowledge and best practices to enhance individual and team performance.

Terminal Operations & Customer Service

• Evaluates and responds to tenant and customer complaints; assures successful complaint resolution.
• Assists passengers directly with general inquiries directions amenities and provides support for special needs.
• Monitors passenger flow and queue lines (e.g. security check-in) and collaborates with relevant stakeholders to optimize efficiency and minimize wait times.
• Coordinates terminal and ramp operations with airlines and Airport Leadership to ensure a timely comfortable and efficient passenger experience.
• Monitors terminal building activities and coordinates terminal facilities work with airline station managersTSA federal agencies and all other terminal tenants.
• Conducts regular walk-throughs and inspections of the terminal building to monitor cleanliness safety and functionality identifying and reporting maintenance needs.
• Interprets and enforces lease agreements.
• Monitors industry trends as they relate to passenger service issues and facilities and works with the Airport Leadership to implement new programs and services.
• Independently manage the operational readiness of all gate computer systems including but not limited to boarding pass scanners printers and workstations.
• Provide frontline technical support and guidance to gate agents on common use systems and troubleshooting common issues ensuring efficient and accurate use of the computers/printers.
• Monitors passenger flow and queue lines (e.g. security check-in) and collaborates with relevant stakeholders to optimize efficiency and minimize wait times.
• Responds to and resolves immediate operational issues or disruptions within the terminal such as equipment malfunctions or passenger incidents.
• Manages the Lost & Found process including logging items attempting to reunite items with owners and coordinating with relevant departments.
• Maintains daily logs and prepares shift reports detailing operational activities incidents and resolutions.
• Participate in pre-shift briefings and post-shift debriefings with the Customer Service Ambassador team and tenants as needed.

Outreach

• Assists with public events and outreach efforts
• Other duties as assigned.

Emergency Support Functions

May serve as an Emergency Support Function Lead during an emergency as well as during planning and preparedness activities. Provides subject matter information and support to the Emergency Operations Center Manager during an emergency as well as during planning and preparedness activities. Works various shifts within their designated Emergency Support Function during an emergency and participates in training and preparedness activities as directed by the Emergency Manager.

Qualifications

Education Experience Licensure Certification or Registration:

• Minimum of 1 year of airline or airport supervisor or lead experience.
• Two years of progressively responsible airport or airline management experience the equivalent knowledge skills and abilities required to meet qualifications is preferred.
• Certification as a Ground Security Coordinator (GSC) and/or Complaint Resolution Official (CRO) is preferred.
• Must possess a valid Colorado Drivers License and a satisfactory driving record.

Knowledge Skills and Abilities:

• Maintains consistent enthusiasm and patience for helping mentor train and support Customer Service Ambassador teammates. Provides advice and assistance to help others accomplish their work.
• Is reliable punctual and committed to the in-office on-demand customer service nature of the airport Information Desk.
• Handles customer dissatisfaction in a tactful clear and courteous manner; remains calm and focused in stressful and sometimes combative situations delivering excellent internal and external customer service
• Must possess strong interpersonal skills and the ability to interface and effectively communicate with Airport staff tenants airline professionals governmental agencies and the general public.
• Solid knowledge of airport operations with special emphasis on airline operations rental car operations ground transportation operations terminal TSA operations terminal facilities and overall terminal operations.
• Proficient in the use of information technology including email web navigation and software such as Google Suite or Microsoft Office applications. Experience with Google Suite is preferred.
• Applies knowledge of departmental and local state and federal rules regulations and emergency response procedures pertaining to terminal operations.
• Ability to make objective judgments exercise authority when appropriate resolve conflict strong computer acumen.
• Ability to attend to details amid distractions and rapidly adjust to interruptions and changes.
• Ability to direct and oversee the work of others and evaluate performance.
• Makes well-reasoned and timely decisions based on careful objective review and informed analysis of available considerations and factors. Considers the relative costs and benefits of potential actions to choose the most appropriate one.
• Ability to read write speak and understand Spanish and English would be helpful.

Working Conditions/Physical Requirements

This job is performed in a typical office environment setting part of the time. Job also entails interaction with staff tenants consultants and contractors in different areas of the airport terminal building. Working schedule may vary in hours per day or days of the week based on operational needs.

Must be available to work a consistent weekly schedule that includes Fridays Saturdays Sundays and Mondays.

Culture & Benefits

Working in local government is one of the best career paths in the mountains. Your Career will Soar with Eagle County. Get started with us today!

• Why is Eagle County recognized as a Best Place to Work in 2022 Culture of flexibility and support for mental health / wellness. Check out more awards here.
• Purpose! A modern values-driven workplace with more than 550 employees embracing a welcoming culture supportive leaders and an organization focused on our mission: Creating a Better Eagle County for All.
• Learning organization focused on professional development opportunities FREE CMC classes and Tuition reimbursement.
• Future focused with our Strategic Plan on improving housing climate change and more.
• As a certified healthy workplace our culture recognizes the importance of individual needs and enjoying life outside of work. Other perks may include flexible work arrangements paid volunteer time and daytime fitness classes/bike rides.

Great benefits! See the details

• Comprehensive and low-cost medical dental and vision insurance (as low as $85/month for employee only)
• Wellness program where you can earn cash or extra days off
• 15 paid holidays
• Paid time off (starting at 12 days) and additional medical leave
• Paid volunteer hours
• 8% (dollar-for-dollar match) retirement plan
• Free classes at Colorado Mountain College
• Eagle County University classes (internal trainings)
• Tuition reimbursement programs
• Bilingual Pay Incentive
• Free bus pass and more

Relocation & Housing Information