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General Responsibility

The Operations Manager will oversee and direct the delivery of PBP Services operational support services at Jacksonville International Airport (JAX). The role is responsible for supervision and management of Bag Jammer/Runners assigned to the OS Line and SM Line, Manual Encoding (ME), Control Room Operator (CRO) functions, and Monitor coverage within the Checkpoint Ticket Guide area.

The Operations Manager is responsible for safe, reliable, and efficient daily service delivery, including staffing and shift coverage, employee supervision, training, operational coordination, performance management, reporting, and client communication. The position ensures all services are performed in accordance with contract requirements, airport and TSA procedures, safety standards, and the PBP Services operational excellence framework.

Key Responsibilities

·      Provide overall leadership and day-to-day management of PBP Services operational support activities at Jacksonville International Airport (JAX) in accordance with contractual obligations, staffing requirements, service levels, safety standards, and performance targets.

·      Develop, coordinate, and maintain staffing plans, shift schedules, employee assignments, overtime coverage, vacation coverage, and other workforce requirements for Supervision, Bag Jammer/Runners (OS Line and SM Line), Manual Encoding (ME), Control Room Operator (CRO), and Checkpoint Ticket Guide Monitor functions.

·      Supervise, coach, motivate, and develop operational personnel to achieve high standards in safety, attendance, customer service, baggage flow, communication, productivity, and operational efficiency.

·      Manage employee timekeeping and payroll administration, onboarding, training, attendance, performance evaluations, corrective actions, workforce development, and other personnel administration requirements in coordination with PBP Services HR and leadership teams.

·      Establish daily work priorities, monitor operational performance, and adjust staffing and resources in response to flight activity, baggage volumes, BHS conditions, staffing availability, and other operational requirements.

·      Maintain effective coordination and communication with Jacksonville Aviation Authority (JAA), airlines, TSA, Airport Operations, maintenance teams, and other airport stakeholders to resolve operational issues and maintain continuous baggage handling operations.

·      Monitor labor utilization, overtime, staffing levels, service performance, and operational resource requirements; identify recurring issues and implement improvements designed to increase safety, efficiency, productivity, reliability, and employee performance.

·      Develop, coordinate, and implement operational contingency plans for BHS outages, planned equipment outages, staffing shortages, severe weather, irregular operations, construction activities, and other events that may impact airport or baggage operations.

·      Ensure Bag Jammer/Runners respond promptly and safely to baggage jams, blockages, runner requirements, and operational interruptions on the OS Line and SM Line, following approved procedures and escalation protocols.

·      Ensure Manual Encoding personnel accurately and efficiently process baggage requiring manual intervention and coordinate with CRO, airline, TSA, and operational personnel as required.

·      Oversee Control Room activities to ensure effective BHS monitoring, timely communication of alarms and system conditions, proper incident logging and fault escalation, and coordination with maintenance and operational teams.

·       Ensure Checkpoint Ticket Guide Monitor coverage is maintained and personnel provide professional, attentive support in accordance with airport and customer service requirements.

·       Provide hands-on operational support when necessary during significant staffing shortages, irregular operations, or critical events, including Dispatcher/CRO, Bag Jammer/Runner, Manual Encoding, or other operational functions when appropriately trained and qualified.

·       Ensure all employees receive required initial and recurrent training and maintain compliance with applicable PBP Services, JAA, TSA, OSHA, safety, security, and operational procedures.

·       Ensure operational incidents, baggage interruptions, staffing issues, safety events, and significant system conditions are appropriately documented, escalated, and reported.

·       Prepare and submit required daily, weekly, monthly, and other operational reports to PBP Services leadership and customer representatives.

·       Participate in operational meetings, inspections, performance reviews, and other meetings requested by PBP Services, JAA, TSA, airlines, or other authorized stakeholders.

·      Serve as the primary onsite PBP Services management representative for operational service delivery at JAX and foster a positive work culture centered on safety, accountability, teamwork, communication, customer service, and continuous improvement.

Qualifications and Experience

·       Minimum 3 years of progressively responsible operations or supervisory experience in an airport, baggage handling, airline, ground handling, logistics, or similar safety-critical environment preferred.

·       Demonstrated experience managing frontline operational teams, shift coverage, service requirements, and performance expectations.

·       Proven ability to manage multidisciplinary and shift-based teams in a dynamic, safety-critical airport environment.

·       Strong computer proficiency, including Microsoft Office Suite (Excel, Word, Outlook); familiarity with BHS monitoring, reporting, or operational systems is preferred.

·       Knowledge of Baggage Handling System (BHS) operations, baggage jam clearing, manual encoding, and control room coordination is strongly preferred.

·       Strong understanding of labor management, scheduling, attendance control, training, operational reporting, and service performance.

·       Experience with HRIS/timekeeping systems such as Paylocity is an advantage.

·       Ability to work a flexible schedule and provide management coverage across shifts as operationally required.

·       Must be able to obtain and maintain all required airport security badging and clearances. Valid U.S. driver’s license and ability to meet company insurability requirements.

Competencies and Attributes

·       Strong leadership presence with the ability to direct frontline teams, set expectations, and drive accountability.

·       Exceptional verbal and written communication skills for team coordination, shift handovers, incident escalation, and external stakeholder interaction.

·       Results-driven mindset with strong time management, scheduling, prioritization, and organizational skills.

·       Ability to assess operational disruptions quickly, coordinate resources, escalate appropriately, and implement sustainable corrective actions.

·       High attention to detail, with a focus on safety, security, service quality, baggage flow, and procedural compliance.

·       Professionalism, integrity, and confidentiality in all aspects of personnel and airport operations management.

·       Commitment to fostering a culture of safety, security, accountability, teamwork, customer service, and continuous improvement.

Benefits:

·       Medical / Dental / Life Insurance

·       Paid Time Off (PTO)

·       401(k) Retirement Plan

·       Full-time, onsite role with schedule flexibility to support shift-based airport operations

We are a full-service provider for Airport Locations within the United States. We support major airline operations by maintaining and servicing critical airport systems that keep flights moving safely and on time. Our team works on-site in a stable, long-term environment.