Senior Airport Operations Manager

Key Responsibilities

• Support the Head of Terminal Operations in delivering and implementing strategies for customer operations, security, APOC and assisted travel, ensuring alignment with the overall business plan and customer service strategy.
• Oversee the effective delivery of the APOC and daily terminal operations, working closely with Airport Operations Managers to ensure smooth passenger flow, security compliance, and exceptional customer service.
• Act as the main point of escalation for the solution of long-term operational issues, collaborating with stakeholders such as airlines, ground handlers, retail partners, and regulatory authorities to resolve challenges efficiently.
• Lead on projects and the implementation of new technologies and process improvements, supporting the adoption of innovations that enhance operational efficiency and the passenger experience.
• Monitor and analyse operational performance data, identifying trends and areas for improvement, and reporting key metrics to senior leadership.
• Ensure compliance with all relevant aviation, safety, and security regulations, supporting the Head of Terminal Operations in audits, policy development, ownership and maintenance of policies and procedures, and regulatory engagement.
• Champion a high performance and customer-centric culture, supporting the development and delivery of training programmes for operational teams and ensuring feedback is acted upon to drive continuous improvement.
• Deputise for the Head of Terminal Operations in meetings, decision-making, and stakeholder engagement as required.
• Support the management of operational budgets, efficient and cost-effective resource planning, and the development of contingency plans for disruptions or emergencies.
• Foster a collaborative and high-performance culture among Airport Operations Managers and their teams, providing coaching, mentoring, and support for staff development.  
  
  

Skills, Knowledge and Expertise

• Degree or equivalent experience in airport operations, aviation management, or a related field.
• Proven experience in operational management within an airport or similar regulated, customer-focused environment.
• Strong understanding of airport operations, security regulations, and customer service best practices.
• Experience of audit and change management processes.
• Knowledge of DE&I, hidden disabilities, neurodiversity and manual handling. 
• Leadership/People management/role model skills, rostering, recruiting, performance 
  improvement/management/people policies such as investigations and disciplinary. 
• Ability to use airport management software and computer systems. 
• Departmental policies, procedures and compliance. 
• Safety and Quality Management Systems. 
• Experienced problem solver and decision maker.
• Experience of basic project management and delivery.
• Ability to use data to inform decision making, forecasting and performance efficiency.
• Experience of leading teams.
• Excellent communicator both verbal and written.

• Postgraduate qualification in management or aviation.
• Advanced security management certification (or willingness to obtain).
• Experience with technology solutions for airport operations. 
• Experience working with cross-functional teams and managing change initiatives.
• Experience with technology solutions for airport operations.