Job Description

Airport Booth Operations Manager

Lead the Front Line of Transportation Service Excellence

zTrip, a division of WHC Worldwide and one of North America's largest transportation providers, is seeking a proactive and service-driven Airport Booth Operations Manager to oversee the daily operations of our airport transportation booth.

This leadership role is responsible for ensuring exceptional customer service, maintaining efficient ground transportation operations, managing booth personnel, and serving as the primary operational liaison between airport stakeholders, drivers, and company leadership. The ideal candidate is a strong communicator, an effective team leader, and a problem solver who thrives in a fast-paced, customer-facing environment.

If you're passionate about operations, team development, and delivering outstanding service experiences, we'd love to hear from you.

Benefits

• Competitive Salary
• Medical, Dental, Vision, and Life Insurance
• Paid Time Off (PTO)
• 401(k) with Company Match
• Professional Development Opportunities
• Career Advancement Within a Growing Organization
• Supportive and Collaborative Leadership Team

What You'll Do as an Airport Booth Operations Manager:

Operations Management

• Oversee all daily airport booth activities to ensure smooth and efficient operations.
• Maintain consistent service levels while supporting transportation demand and customer needs.
• Monitor operational performance and proactively address service challenges.
• Ensure transportation services are coordinated effectively between drivers, dispatch, and airport personnel.
• Identify opportunities to improve processes, efficiency, and customer satisfaction.

Team Leadership & Staff Development

• Lead, coach, and support Airport Booth Attendants and customer service personnel.
• Recruit, train, develop, and retain a high-performing team.
• Create staff schedules and ensure appropriate coverage during operational hours.
• Conduct performance evaluations and provide ongoing coaching and feedback.
• Foster a positive, professional, and accountable work environment.
• Address employee concerns and implement corrective action when necessary.

Customer Experience & Service Excellence

• Ensure passengers receive exceptional, professional service at every interaction.
• Resolve customer concerns and escalated service issues in a timely manner.
• Maintain a welcoming and organized booth environment.
• Monitor customer feedback and implement improvements to enhance the passenger experience.
• Serve as a visible leader and ambassador for the zTrip brand.

Airport & Regulatory Compliance

• Ensure compliance with all airport regulations, operating procedures, and company policies.
• Maintain awareness of airport requirements and communicate operational updates to staff.
• Conduct periodic audits to ensure operational standards are consistently met.
• Partner with airport authorities and stakeholders to maintain positive working relationships.
• Support safety initiatives and operational compliance programs.

Reporting & Administrative Oversight

• Maintain accurate operational records, staffing reports, and performance metrics.
• Prepare reports related to customer service, staffing, operational performance, and booth activity.
• Track key performance indicators and identify opportunities for improvement.
• Manage administrative responsibilities associated with staffing, scheduling, and operational planning.
• Assist senior leadership with forecasting and operational initiatives.

Emergency & On-Call Response

• Serve as the primary operational contact for urgent issues and service disruptions.
• Respond to staffing challenges, customer escalations, and operational emergencies as needed.
• Provide leadership and decision-making support during high-demand or critical situations.
• Ensure continuity of operations while maintaining service and safety standards.

Qualifications of an Airport Booth Operations Manager:

Required

• High School Diploma or GED.
• Minimum of 2 years of supervisory, management, or operations leadership experience.
• Strong customer service, communication, and interpersonal skills.
• Proven ability to lead, motivate, and develop teams.
• Strong organizational and problem-solving abilities.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Proficiency with Microsoft Office and administrative systems.
• Flexibility to respond to operational needs outside of regular business hours.

Preferred

• Experience in transportation, airport operations, hospitality, logistics, or customer service management.
• Knowledge of ground transportation procedures and airport environments.
• Experience managing schedules, staffing, and performance metrics.
• Bachelor's or Associate degree in Business, Operations, Management, or a related field.

What Makes You Successful:

• Strong leadership presence and decision-making ability.
• Exceptional customer service mindset.
• Ability to build relationships with employees, customers, and airport stakeholders.
• Calm and professional approach in high-pressure situations.
• Commitment to operational excellence and continuous improvement.
• Strong attention to detail and accountability.
• Results-oriented mindset focused on service, efficiency, and performance.

Why Join zTrip?

• Lead one of the most visible and customer-focused areas of our operation.
• Play a key role in shaping the passenger experience at major transportation hubs.
• Join an industry leader committed to safety, innovation, and service excellence.
• Work with a company that values leadership, accountability, and professional growth.
• Make a direct impact on operational success, customer satisfaction, and team performance.
• Build a rewarding career with advancement opportunities throughout the organization.

Apply Today

If you're an experienced leader who excels in operations management, customer service, and team development, we encourage you to apply for our Airport Booth Operations Manager position. Join zTrip and help deliver a world-class transportation experience while leading a team dedicated to service, professionalism, and operational excellence.

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