Overview
The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.
Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.
Summary
This position exists to assist the Landside Operations Manager in managing the personnel and programs for Landside Operations, including Ground Transportation, Parking Operations, Bus Operations, and the oversight of the Terminal vehicle access roadways at Charlotte Douglas International Airport (CLT). He/she supervises and directs the work of the Ground Transportation Supervisors and staff, Parking Supervisors, Bus Operations Supervisors, Dispatchers and Shuttlebus drivers, Bus Operations Trainer, Airport Parking Auditor, and Landside Administrative Assistant. Supervises staff and leverages contract service providers to support operational and customer service goals; establish and ensures compliance with standards and regulations; and conducts training on customer service, emergency procedures, and irregular operations. Serves as the primary point of contact for ground transportation activities, enforcement of standards, and parking revenue control operations. Under emergency conditions, reacts quickly, and calmly to protect persons, property, and ensures compliance. Requires effective skills to lead and motivate a diverse staff, exercises considerable independent judgement and initiative, and maintains effective working relationships with stakeholders and the public
General Information:
• Primarily works standard office hours Monday through Friday. Work required at other times for supervision, training and during special events, irregular operations, inclement weather and emergencies. Subject to emergency call back to work.
• This position is deemed essential.
• Some job functions may be done through telework, however primary job functions require in-person/on-site work.
• Valid driver’s license in state of residence and ability to obtain and maintain a City driving permit.
• Must successfully pass and maintain an active Security Threat Assessment (STA) and Criminal History Records Check (CHRC). Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude from employment.
Major Duties and Responsibilities
1. Assists in the management of the personnel and programs necessary for the Landside Operations activities that include Ground Transportation, Parking Operations, Bus Operations, and oversight of the Terminal vehicle access roadways. Oversees the landside inspection program, performance measurement tools, and landside standards to improve the airport landside’s overall performance and ensure landside activities are coordinated with all other airport operations and in compliance with all associated regulations. Continually monitors the areas of responsibilities. Enforces rules, regulations, and the application of CLT standards to provide a positive customer experience in harmony with airport security requirements and revenue generating activities. Maintains all records, reports, and logs, as required. Serves as primary point of contact for landside and parking-related activities between CLT and the stakeholders.
2. Supervises and directs the work of the Ground Transportation Supervisors and staff, Parking Supervisors, Bus Operations Supervisors, Dispatchers and Shuttlebus drivers, Bus Operations Trainer, Airport Parking Auditor, and Landside Administrative Assistant. Oversees the professional development of staff to support their overall engagement, development, and goal achievement. Ensure all personnel have proper training and tools to efficiently and effectively perform their duties. Deliver employee performance reviews by established dates. Formulate comprehensive and concise instructions/procedures in both oral and written form. Create and update policies and procedures and make recommendations for improvements in efficiency, safety, and customer service.
3. Responds to and participates in airport emergencies and irregular operations, establishes priorities, and makes timely decisions under stressful conditions to emergencies and incidents of various size, scope, and scale. Takes charge until relieved by a higher authority. Coordinates and assists the Landside Operations response efforts in emergency and irregular operations and incident recovery. Serve as Branch Manager for incident command. Serves as Section Chief in the Airport Emergency Operations Center in the absence of the Landside Operations Manager. Ensures that response follows Airport Emergency Plan (AEP) and standard operating procedures and follows the National Incident Command Systems (NIMS) protocols. Reacts quickly, calmly, and exercises independent judgement and initiative to protect persons, property, and ensures compliance. Directs and coordinates the customer service efforts of internal and external support agencies during periods of irregular operations. Conducts and participates in required emergency response training and exercises related to airport operations, emergencies, and security.
4. Assists Landside Operations Manager with 24/7/365 administrative responsibilities and follows the directives of the Landside Operations Manager. Serves as the in-charge manager in the absence of the Landside Operations Manager.
5. Assists with oversight of the primary service contract for Parking Management and Staffing Services. Works with the contractors to develop budgets, determine resource allocation, performs audits, and ensures billing and contract payment approvals. Oversees any other tasks associated with the program to include RFP development, scope adjustment and asset management, and customer service.
6. Collaborate with Planning, Engineering, and Facilities to ensure the continuity of airport operations and passenger enhancement. Participates in planning activities, development, design review, construction, and ensure transition from construction to operation and maintenance. Ensures all Planning, Engineering, and Facilities activities are in alignment with landside operations and passenger needs, identify hazards, and implement mitigation strategies. Coordinate with Facilities for work orders, system and facility maintenance, and complete inspections of work to ensure compliance and address safety hazards.
7. Coordinate with tenants, stakeholders, and the public for passenger-related activities and impacts to operations. Supports and actively participates with internal and external work groups and other Airport divisions to provide information, services, and develop plans, procedures, and system to provide resources and service to directly support CLT customers and tenants. Assess current and prospective technologies and procedures to improve overall customer service and efficiencies at CLT. Respond to customer disputes, complaints, and requests for information.
8. Assists in the development and management section budget, resource requirements, and purchasing.
9. Leverages contract service providers to support operational goals, maintain desired service levels, and takes action, when needed .
10. Other duties, as assigned.
Knowledge, Skills & Abilities
Knowledge, Skills and Abilities:
• Considerable knowledge of airport ground transportation, fleet management, taxi rules and regulations, airport parking operations, and commercial driver regulations.
• Knowledge of the day-to-day airport , NIMS/ICS and airline/airport irregular operations.
• Skills to communicate effectively orally and in writing.
• Skills to efficiently manage multiple priorities and tasks.
• Skills to lead and motivate a diverse staff.
• Skills to develop creative new programs and activities.
• Effective organizational skills.
• Ability to prepare and effectively maintain budgets and budgetary controls.
• Ability to actively pursue and develop new ideas, methods and procedures to meet changing situations.
• Ability to make comprehensive recommendations to resolve operational problems.
• Ability to establish and maintain effective working relationships with airline management, federal partners, co-workers and the public, and represent the airport in a positive and professional manner.
• Ability to respond calmly and effectively in emergencies, and effectively manage sensitive and tense situations.
• Ability to demonstrate initiative, creativity and innovative thinking in a rapidly changing work environment.
Preferred Qualification
Prefer major course work in transportation, aviation, business, or related field. Prefer minimum of three years of transportation experience and three years of direct supervisory experience. Certifications in NIMS/ICS and AAAE, preferred. CDL preferred and must be obtained within 6 months of employment.
Minimum Qualifications
High School Graduation or equivalent and seven years relevant work experience
OR
Associate's Degree and five years relevant work experience
OR
Bachelor's level degree and three years relevant work experience
OR
Master's level degree and one year relevant work experience
Conditions of Employment
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.
The City of Charlotte is an Equal Opportunity Employer.
How To Apply
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.
Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.
Benefits
The City of Charlotte provides a comprehensive benefits package to all employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.
In Conclusion
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