Passenger Services Manager-on-Duty

Passenger Services Manager-on-Duty

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents. Are you ready to take off on your next career with us?

Job Summary

The Passenger Service Manager on Duty oversees daily operations related to above-wing (customer-facing activities. This role ensures safe, efficient, and timely handling of flights, passengers, and baggage while maintaining high standards of customer service and compliance with all regulatory and company requirements. The MOD coordinates with internal teams, airline partners, and airport authorities to resolve operational challenges in real time. Strong leadership, communication, and problem-solving skills are essential to ensure smooth shift operations and a positive travel experience for passengers.

Responsibilities

• Oversee check-in, boarding, and arrival process to ensure a seamless passenger experience.
• Supervise gate agents and customer service representatives to uphold service standards.
• Manage passenger irregularities, including delays, cancellations, and denied boardings.
• Handle customer escalations and provide on-the-spot solutions.
• Ensure compliance with airline policies and DOT / FAA regulations.
• Act as the primary decision-maker and point of contact during the shift.
• Conduct shift briefings and debriefings for operational staff.
• Maintain clear communication between departments and with airline partners.
• Complete operational reports and incident documentation as needed.
• Train, coach, and mentor frontline supervisors and staff.
• Maintain a safe work environment and participate in required safety audits.

Minimum Requirements

Preferred Skills

Physical Requirements / Working Conditions

Perks & Benefits

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.