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 Terminal Operations Manager in managing the personnel and programs to ensure the safe and efficient flow of passengers through terminal facilities, to ensure an optimal customer experience at Charlotte Douglas International Airport (CLT). He/she supervises and directs the work of the Terminal Operations Supervisors, Terminal Operations Coordinators, Airport Service Representatives, as well as contract services for the Airport customer services contract. Serves as the in-charge person in the absence of the Terminal Operations Manager. This position ensures compliance with standards and regulations; and conducts training on customer service, emergency procedures, and irregular operations. Provides exemplary customer service and relationship management and serves as the secondary point of contact with Customs and Border Protection (CBP) staff, airlines station managers, and other stakeholders. 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, special events, irregular operations, inclement weather and emergencies. Subject to emergency call backs for work.
• This position is deemed mission critical.
• Some job functions may be done through telework, however primary job functions require in-person/on-site work.
• Valid driver 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 management of personnel and programs necessary to optimize the airport terminal and curbside operations to ensure a safe and efficient flow of passengers through the terminal facilities while ensuring an optimal customer experience. Assists with the oversight of the terminal inspection program, performance measurement tools, and terminal standards to improve the airport terminal’s overall performance; continually monitors the areas of responsibilities. Enforces rules, regulations, and the application of CLT customer service standards to provide a positive customer experience in harmony with airport security requirements and revenue generating activities. Oversees all records, reports, and logs, as required.
2. Supervises and directs the work of the Terminal Operations Supervisors and staff. Oversees the professional development of staff to support their overall engagement, growth, and goal achievement. Ensure all personnel have proper training and tools to efficiently and effectively perform their job 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 safety, efficiency, 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 Terminal Operations response efforts in emergency and irregular operations. Serves as Branch Manager for incident command. Serves as Section Chief in the Airport Emergency Operations Center (AEOC) in the absence of the Terminal Operations Manager. Ensures that response is in compliance with 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. Coordinates the customer service efforts of internal and external support agencies during periods of irregular operations. Provides direct support to passengers stranded overnight in the terminal. This support includes initiating concessionaire services, sleeping arrangements, security, transportation and inspections. Stores and maintains supplies and equipment necessary to support irregular and contingency operations. Conducts and participates in required emergency response training and exercises related to airport operations, emergencies, and security.
4. Assist Terminal Operations Manager with 24/7/365 administrative responsibilities and follows the directives of the Terminal Operations Manager. Serves as the in-charge manager in the absence of the Terminal Operations Manager.
5. Assists in administering the primary service contract for the Visitor Information Center and Airport Customer Support Services to include scope adjustments, invoice processing, contract dispute resolution, auditing, resource allocation, and other tasks associated with the program. Assists in RFP development and PPR processes for the service contract.
6. Collaborate with Planning, Engineering, and Facilities to ensure the continuity of airport operations and federal compliance. Participates in planning activities, development, design review, construction, and ensure transition from construction to operation and maintenance. Identify hazards during construction and coordinate and implement mitigation strategies. Review all construction safety phasing plans and participate in the Construction Logistics Impact review panel. Coordinate with Facilities for work orders, system and facility maintenance, and complete inspections of work to ensure compliance, address safety hazards, and ensure ascetics of the Terminal facilities.
7. Coordinates with airport 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 customer service-related technologies and procedures to improve overall customer service at CLT. Respond to customer disputes, complaints, and requests for information.
8. Assists in development and management of section budget, resource requirements, and purchasing.
9. Assists in leveraging contract service providers to support operational goals, maintain desired service levels, and takes action, when needed.
10. Other duties, as assigned.
Knowledge, Skills & Abilities
• Thorough knowledge of FARs Part 139, 77 and associated Advisory Circulars, Aviation departmental rules and regulations and standard operating procedures. Knowledge of other applicable federal regulations including FAR Part 121, TSR Part 1542, and NIMS/ICS.
• Considerable knowledge of the practices and techniques used in the field of customer service, airport or airline operations, and irregular operations at an airport.
• Skills to communicate effectively orally and in writing.
• Skills to efficiently manage multiple priorities and tasks.
• Skills to effectively lead and motivate a diverse staff.
• Skills to develop creative new programs and activities.
• Effective organizational skills.
• Ability to prepare and effectively maintain budgets.
• 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 communicate effectively orally and in writing.
• 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
Relevant work/industry/military/job specific experience that provides the necessary knowledge, skills and abilities to successfully perform the essential job duties. Major course work in aviation, business, public administration, or related field. Prefer a minimum of three years of direct supervisory experience. AAAE C.M., A.C.E.-Operations, or A.A.E., preferred.
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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