We are seeking a reliable, compassionate, and detail-oriented Operation Supervisor to oversee the safe and efficient transport of passengers requiring mobility assistance, while also managing baggage handling and customer service operations. This role is essential to ensuring a positive travel experience for passengers with disabilities or limited mobility, and maintaining operational excellence across multiple service areas. The Supervisor will lead a cross-functional team, coordinate dispatching, uphold compliance with airline and airport standards, and ensure timely service delivery. Strong leadership, communication, and logistical coordination skills are required.
Key Responsibilities
Supervise wheelchair agents and runners, baggae handlers and all customer service agents tasks for airline partners; ensuring timely and courteous assistance to passengers and airlines.
Assign daily shifts, monitor attendance, and adjust coverage based on flight schedules and passenger needs.
Coordinate with airline representatives and gate agents to ensure smooth boarding and deplaning for assisted passengers.
Coordinate daily staffing, dispatching, and shift coverage based on flight schedules and passenger volume.
Maintain accurate logs of wheelchair services provided, including incident reports and dispatch records.
Respond to service delays, escalations, or emergencies with professionalism and urgency.
Train new hires and provide ongoing coaching to maintain service quality and regulatory compliance.
Enforce safety protocols, grooming standards, and ADA compliance across the team.
Track service metrics and report performance to station leadership.
Maintain accurate documentation of services rendered, including wheelchair dispatch logs
Communicate effectively with airport authorities, airline staff, and internal teams to resolve operational challenges.
Promote a respectful and inclusive environment for passengers and staff alike.
Qualifications & Skills
Minimum 1 year of supervisory experience in a customer service or aviation-related role.
Prior experience in wheelchair assistance, baggage handling, or airport operations.
Strong verbal and written communication skills.
Ability to manage logistics and dispatch in a fast-paced high volume environment.
Knowledge of ADA regulations and Air Carrier Access Act compliance.
proficiency in Microsoft Office and dispatch/scheduling systems.
Flexible availability, including weekends and holidays and varied shifts.
Physical ability to walk long distances, push wheelchairs, and assist passengers safely.
Lift up to 80 lbs
Additional Information
This role is vital to ensuring dignity, safety, and comfort for passengers requiring mobility assistance. Supervisor must lead by example, uphold service standards, and foster a team culture of empathy and accountability.Responsibilities may evolve based on operational needs.
Benefits
PTO/sick leave
Holiday pay
Opportunities for advancement
Medical insurance