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About the Role

The Duty Shift Manager oversees the day-to-day shift operations of wheelchair and passenger/customer assistance throughout the airport terminal. This role involves managing a team to ensure seamless service delivery to passengers with reduced mobility, requiring operational leadership, workforce coordination, problem-solving, and a commitment to service excellence.

Responsibilities

• Supervise and coordinate shift activities of all wheelchair service staff.
• Ensure adequate shift coverage and adjust staffing assignments based on real-time passenger demand and flight schedules.
• Monitor and enforce compliance with safety, security, and operational procedures.
• Serve as the main point of contact during the shift for airline partners, airport authorities, and internal departments regarding PRM services.
• Conduct shift briefings, monitor performance, and address customer service or operational issues immediately.
• Support the training and onboarding of new team members and ensure ongoing performance coaching and development.
• Track and report key performance metrics such as wait times, service volume, and staff productivity.
• Perform routine walkthroughs to ensure staff visibility, service quality, and passenger satisfaction.
• Assist with conflict resolution involving passengers or team members and escalate as needed.
• Maintain records of incidents, delays, and shift activities, and provide shift reports to senior leadership.
• Ensure dispatchers are assigning requests efficiently, maintaining constant radio communication, and logging movement in real time.
• Oversee coordinators who guide overall terminal activity, ensuring all zones are covered and agents are deployed where needed.
• Provide support and direction to agents during high-traffic periods and ensure passenger interactions reflect the company’s service standards.

Requirements

• High school diploma or equivalent required.
• Proven ability to lead and motivate diverse teams in fast-paced environments.
• Strong organizational and communication skills, with the ability to multitask and make quick decisions under pressure.
• Comfortable using radio communications and digital tracking/logging systems.
• Must be able to work all shifts, including nights, weekends, and holidays as part of a 24/7 operation.
• Ability to lift up to 50 lbs and remain on foot for long periods while navigating large terminal areas.
• Ability to speak and be understood, hear, and comprehend the English language.
• Ability to stand for long periods of time.
• Ability to lift approximately 70 pounds.
• Ability to relocate in the event of an emergency.
• Maintain a neat and professional appearance.

Skills

• Operational leadership
• Workforce coordination
• Problem-solving
• Service excellence
• Radio communications
• Digital tracking/logging systems

Location

• Airport terminal

Work Type

• Full-time
• Shift work

Experience Level

• 3+ years of experience in airport passenger services or ground handling operations
• At least 1 year in a supervisory or lead role

Education Level

• High school diploma or equivalent
• Associate or bachelor’s degree in Business, Aviation, or related field preferred

About the Company

• Grupo Eulen is an equal opportunity employer.

Equal Opportunity

• Grupo Eulen is an equal opportunity employer and will consider all applicants without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, and all other protected classes recognized or any other characteristic protected under applicable federal, state, or local law