Overview
The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 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 is responsible for leading the Passenger Facilitation Systems Team, which is a Section of the Airport Operations Division. This Team is responsible for ensuring the various passenger facilitation systems that support safe and efficient movement of passengers, support stakeholder operations, and energize an optimal customer experience at the Charlotte Douglas International Airport (CLT) are functional, efficient, and maintained to a high standard. An individual will accomplish these objectives through supervising and developing staff, leveraging contract service providers to support operational goals, and promoting a positive work culture that supports the future needs and growth of the Airport. The Passenger Facilitation Team works closely with other Airport Operations Sections, other CLT Divisions, the Transportation Security Administration (TSA) screening operation, Customs and Border Protection (CBP), Airline Management groups and other terminal stakeholders. This position will serve as a key liaison and partner for these entities and will engage in a positive partnership with their designated representatives.
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 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 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. Manages the personnel and programs necessary to operate and maintain Charlotte Douglas International Airport’s (CLT) passenger facilitation systems including, but not limited to, Airport Operational Data Base (AODB); Resource Management System (RMS); EASE common use system; crowd monitoring system; City-owned gates, aircraft parking spaces, ticket counters, baggage claim/make-up units; Airline Choice visitor pass system; and other systems and platforms to ensure the safe, secure, and efficient flow of passengers throughout the facility. Ensures enforcement of rules, regulations, and the application of CLT Airline Use Agreement (AUA) and Airport Operations Area (AOA) Standards to provide a positive customer experience in harmony with the Airport’s rules and regulations. Maintains all records, reports, and logs, as required.
2. Supervises and directs the work of the Passenger Facilitation Systems Supervisors and Coordinators, and contracted staff. Oversees the professional development of staff to support their overall engagement, development, and goal achievement. Ensures all personnel have proper training and tools to perform their duties efficiently and effectively. Mentor, motivate, and lead assigned personnel in alignment with CLT Mission and Vision, Strategic Principles, Airport Operations Purpose, and division priorities. Deliver employee performance reviews by established dates. Oversees recruitment, hiring, on-boarding, coaching, counseling, disciplinary, and termination processes of personnel. 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. Ensure enforcement of airport rules and regulations that govern usage of airport passenger facilitation systems.
3. Oversees the management and administration of access to the AODB and RMS to comply with login and password compliance requirements. Oversees the creation, editing and management of rules and process updates to the AODB/RMS system to ensure optimal resource utilization (i.e., changes in gate capacity, addition of new gates, reduction in aircraft types, etc.). Ensures AODB/RMS resources are utilized to prevent exceeding capacity of the FIS facility for International Arrivals.
4. Serves as the primary point of contact between Airport Operations and CLT Airline Affairs on matters related to passenger facilitation systems and AUA requirements regarding airline usage of those systems. Leads regularly scheduled Passenger Facilitation Systems stakeholder meetings to share information, provide systems updates, and address questions/concerns about the systems from stakeholders. Contributes to and supports other CLT-hosted meetings as needed.
5. Responsible for the maintenance of gate, ticket counter, and baggage/makeup unit usage records and statistics in support of the AUA. Ensures proper notification, distribution, and compliance with various entities of the Gate Use Procedures and related rules, directions, and notices. Oversees the monitoring and review of commercial air carrier schedules to determine aircraft gate and parking availability to prevent conflicts in gate assignments; oversees resolution of scheduling conflicts as well as review and approval of charter flight requests and provisioning of gate assignments.
6. Collaborates with CLT Planning, Engineering, IT, and Facilities to ensure the continuity of airport operations and passenger movement via passenger facilitation systems. Support review of construction safety phasing plans and participate in the Design and Construction Logistics Impact review panels as needed when passenger facilitation systems are impacted. Identifies risks to passenger facilitation systems during construction and coordinates mitigation strategies with appropriate representatives. Coordinates with Facilities and IT on work orders, system maintenance, and support to ensure the high-uptime and reliability of passenger facilitation systems. Engages with construction and maintenance activities to ensure a proper transition of passenger facilitation systems from active construction to project completion within the Terminal.
7. 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. Coordinates and assists as needed with Airport Operations response efforts in emergency and irregular operations and incident recovery. May serve as Section Chief in the Airport Emergency Operations Center or Branch Manager for incident command. 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. Conducts and participates in required emergency response training and exercises related to airport operations, emergencies, and security.
8. Develops and manages section budget, resource requirements, and purchase orders.
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
• Considerable knowledge of the practices and techniques used in the field of passenger facilitation and support systems, customer service, airport or airline operations, and irregular operations at an airport.
• Knowledge of NIMS/ICS, TSR Part 1542, FAR Part 139, airport/airline irregular operations, and passenger facilitation systems.
• Knowledge of TSA security screening checkpoint operations and international arrivals operations including U.S. CBP requirements and standards
• 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.
Physical Requirements:
Works mainly inside; but will work outside at times. Spends about 75% of the time sitting, standing, and walking. The remainder of the time could be spent bending, reaching, twisting, or driving. Must be able to climb and descend stairs, perform inspections on foot and in a vehicle, operate various features of the terminal facility, including elevators, escalators, lighting, automatic doors, and security gates. Must be able to operate and monitor communications equipment, such as data terminals, computers, radios and telephones. May be exposed to chemicals, fumes, solvents, machinery, moving objects/vehicles, dust, slippery/uneven surfaces, and excessive noise. Must be able to stand, walk and sit for extended periods of time. Must be able to lift items and carry up to 25 lbs. for a short distance. Must be able to push a cart with up to 50 lbs. of material.
Preferred Qualification
Major course work in aviation, business, sociology, psychology, or related field. Experience must include a minimum of three years of managing passenger facilitation systems and three years of direct supervisory experience.
Minimum Qualifications
High school graduation or equivalent and nine years relevant work experience
OR
Associate's Degree and seven years relevant work experience
OR
Bachelor's level degree and five years relevant work experience
OR
Master's level degree and three years 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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