Senior Manager, Operations at The New Terminal One at JFK in New York, New York

Job description

• You are a dynamic and accomplished aviation leader with extensive experience in airport operations, terminal management, and operational disruption response. You thrive in fast-paced, complex environments and bring a deep understanding of terminal and airside operations, including apron management, capacity planning, emergency response, winter operations, and operational risk management.
• As a key leader within the Integrated Terminal Operations Control Center (ITOCC), you will oversee daily terminal and airside operations, including the Virtual Apron Control Room (VACR), while serving as a trusted point of contact for airlines, government agencies, business partners, and other stakeholders during both routine operations and disruptions. You have a proven ability to lead, mentor, and develop high-performing teams, drive operational excellence, and implement strategies that enhance safety, efficiency, resilience, and the guest experience.
• You are a collaborative and decisive leader with strong communication skills, a commitment to continuous improvement, and the ability to perform effectively under pressure. Passionate about developing others, you create an environment of accountability, growth, and inclusion while championing both operational performance and exceptional guest experiences.
• Your leadership style aligns with The New Terminal One at JFK’s values of Build Belonging, Move Fast, Make a Difference, and Have a Positive Impact, making you an exceptional fit for our ambitious, collaborative, and forward-thinking organization.

Responsibilities

• As Senior Manager, Operations at The New Terminal One at JFK, your role is critical to our mission of delivering exceptional service and operational efficiency, and your responsibilities will include:
• Lead and direct the terminal personnel and programs necessary to elevate the airport terminal operation, ensuring a seamless journey for guests through the facility while maintaining a world-class guest experience.
• Serve as the driver of operational excellence across the entire terminal, ensuring operational decisions support both efficiency and guest satisfaction.
• Work closely with the VP Operations and ITOCC Director to align operational activities and strategic priorities.
• Coordinate with The New Terminal One at JFK Senior Manager, Operations team, Operations Supervisors, and Terminal Supervisors to assess operational impacts on the guest experience and implement effective solutions.
• Serve as the primary point of contact for all terminal-related activities between The New Terminal One at JFK and terminal stakeholders to address, resolve, and mitigate operational, guest, and disruption-related issues.
• Act as The New Terminal One at JFK’s primary point of contact for airport or terminal emergencies and irregular operations, serving as Incident Commander during Emergency Operations Center (EOC) activations.
• Actively monitor performance measurement tools and guest experience standards to improve terminal performance and the overall guest journey. Analyze operational and disruption data to identify trends, mitigate risks, and drive continuous improvement initiatives.
• Champion guest experience efforts during irregular operations and advocate for the guest perspective when evaluating operational decisions.
• Oversee the VACR team to ensure common-use resources are allocated in accordance with defined standards and capacity measurements.
• Administer, track, and schedule personnel training in key systems and procedures, support the development of training modules, and deliver operational training as required.
• Develop and maintain operational procedures and documentation, ensuring alignment with airport standards and regulatory requirements.
• Demonstrate proficiency in aviation weather interpretation, emergency response protocols, risk management, and operational decision-making.
• Liaise with airlines, business partners, concessionaires, and government agencies to maintain and enhance The New Terminal One at JFK’s operational standards while professionally representing the organization.
• Ensure compliance with Safety Management Systems (SMS), operational policies, and regulatory requirements while promoting a strong culture of safety.
• Oversee and participate in the hiring process, develop staffing models, mentor and develop team members, and maintain financial objectives in support of terminal operations.
• Leverage extensive airport operations and guest experience expertise to drive performance, team effectiveness, and service excellence throughout the terminal.

Requirements

• Extensive experience in airline and airport operations.
• Strong experience utilizing SITA Airline systems
• Self-driven, critical thinker with strong relationship-building skills.
• Ability to work under pressure and focus on guest needs with high emotional intelligence.
• Excellent organizational, communication, and computer skills, including proficiency in SharePoint, and Microsoft Office Suite.
• High school graduation: relevant university or college degree preferred
• Minimum of 7 years of experience in an aviation leadership role

Skills

Required

• Self-driven
• Critical thinker
• Strong relationship-building skills
• Ability to work under pressure
• High emotional intelligence
• Excellent communication skills
• Collaborative
• Decisive
• Commitment to continuous improvement
• SITA Airline systems
• SharePoint
• Microsoft Office Suite

Benefits

• Medical
• Dental
• Vision
• HSA/FSA
• Group Life and Accidental Death and Dismemberment
• Short and Long-Term Disability Insurance
• 401k matching
• Comprehensive online training program
• Discount and Perks through partner programs