Summary:

The ideal candidate for our SFO Operations & Business Manager position is a bright, ambitious, and motivated professional. We are looking for someone who takes pride in providing exceptional leadership experience and fosters a collaborative work environment. The objective for this role is to create high-performing business unit with excellence in: 

• People:  prioritize creating a talented, cohesive, and coordinated team as the foundation of success 

• Process:  build standardized process for scalability, accountability, and continuous improvement 

• Profit:  analyze and prioritize what’s needed to drive high performance in order to generate surplus that can be reinvested in People and Process 

The right candidate will be a hands-on leader who can manage a comprehensive business unit.  They will lead by example by being present in the terminal, by anticipating and proactively solving problems, and by embodying our standards of success. 

Budget and KPIs

• KPIs: Collaborate with the Finance Department to develop and maintain monthly station performance metrics, related performance improvement strategies 

• Forecasting: consult with Finance Department on quarterly and annual financial forecasts Manpower and Overtime Management 
• Budget Compliance: Directly oversee weekly manpower budgets, tracking overtime trends and implementing corrective actions to optimize labor efficiency

• Reporting and Analysis: Generate and analyze workforce productivity reports to ensure staffing aligns with operational requirements while maintaining cost effectiveness. Hiring and Talent Feedback 
• Needs Assessment: Partner with the Talent Acquisition department to identify station-specific hiring needs, providing data-driven feedback on candidate quality and retention trends

• Pipeline Monitoring: Conduct regular evaluations of recruitment pipelines to ensure alignment with station operational demands and performance standards 

Onboarding 

• Standardized Process: Provide local oversight of the HR Department’s structured onboarding program to ensure new hires are fully equipped to meet station operational standards within their first 90 days 

• Metric Tracking: Measure onboarding success by tracking key metrics such as time-to-productivity, retention within the first 6 months, and completion rates of required training 

Client Relationship/Retention: 

Contract and SLA Compliance 

• Performance: Analyze key metrics such as on-time performance, client feedback, to identify recurring pain points impacting airline customer satisfaction 

• Continuous Improvement: Develop action plans targeting performance and compliance needs areas, including specific process improvements and resource allocation adjustments 

Leadership/Coaching:

Account Manager Coaching 

• One-on-Ones: Conduct one-on-ones to review performance metrics, deliver actionable feedback, and provide resources to address operational challenges  

Training and Education:  

• Structured Process: Oversee effectiveness of training plans provided by L&OD and HR, focused on compliance, operational needs, and service standards  

• Success Metrics: Evaluate training effectiveness through assessments, spot checks, and performance trends 

Succession Planning:  

• Pipeline: Identify high-potential employees, assign them to lead initiatives, and track their progress using performance-based metrics