Job Description

Description

The Senior Airport Operations Manager supports the Head of Terminal Operations in turning the strategic vision into deliverable operational objectives for customer experience and operational excellence across the airport. This role acts as a critical link between strategic leadership and day-to-day operational management, ensuring that customer service, security, APOC and terminal operations are seamlessly integrated and continuously improved. The postholder will deputise for the Head of Terminal Operations as required and provide direct leadership to the Airport Operations Managers, driving high standards of safety, compliance, and customer satisfaction.

Key Responsibilities

Support the Head of Terminal Operations in delivering and implementing strategies for customer operations, security, APOC and assisted travel, ensuring alignment with the overall business plan and customer service strategy. Oversee the effective delivery of the APOC and daily terminal operations, working closely with Airport Operations Managers to ensure smooth passenger flow, security compliance, and exceptional customer service. Act as the main point of escalation for the solution of long-term operational issues, collaborating with stakeholders such as airlines, ground handlers, retail partners, and regulatory authorities to resolve challenges efficiently. Lead on projects and the implementation of new technologies and process improvements, supporting the adoption of innovations that enhance operational efficiency and the passenger experience. Monitor and analyse operational performance data, identifying trends and areas for improvement, and reporting key metrics to senior leadership. Ensure compliance with all relevant aviation, safety, and security regulations, supporting the Head of Terminal Operations in audits, policy development, ownership and maintenance of policies and procedures, and regulatory engagement. Champion a high performance and customer-centric culture, supporting the development and delivery of training programmes for operational teams and ensuring feedback is acted upon to drive continuous improvement. Deputise for the Head of Terminal Operations in meetings, decision-making, and stakeholder engagement as required. Support the management of operational budgets, efficient and cost-effective resource planning, and the development of contingency plans for disruptions or emergencies. Foster a collaborative and high-performance culture among Airport Operations Managers and their teams, providing coaching, mentoring, and support for staff development.

Skills, Knowledge and Expertise

EssentialDegree or equivalent experience in airport operations, aviation management, or a related field. Proven experience in operational management within an airport or similar regulated, customer-focused environment. Strong understanding of airport operations, security regulations, and customer service best practices. Experience of audit and change management processes. Knowledge of DE&I, hidden disabilities, neurodiversity and manual handling. Leadership/People management/role model skills, rostering, recruiting, performance
improvement/management/people policies such as investigations and disciplinary.
Ability to use airport management software and computer systems. Departmental policies, procedures and compliance. Safety and Quality Management Systems. Experienced problem solver and decision maker. Experience of basic project management and delivery. Ability to use data to inform decision making, forecasting and performance efficiency. Experience of leading teams. Excellent communicator both verbal and written.
DesirablePostgraduate qualification in management or aviation. Advanced security management certification (or willingness to obtain). Experience with technology solutions for airport operations. Experience working with cross-functional teams and managing change initiatives. Experience with technology solutions for airport operations.

Benefits

At Ports of Jersey we have a company cash health plan scheme you are eligible to join from day one with benefits such as;GP 75 Dental 75 Optical 75 Dental accident 300 Physio/ acupuncture/ chiropractic 200 Diagnostic tests/ scans 300 Health assessment 100 Plus many more discounts (DW gym, discount spa vouchers etc.)
We offer free parking at all of our locations.



We also offer a pension scheme to those on permanent contracts, the main benefits of the scheme are as follows;5% employer contribution rate on basic salary plus shift Employees can make voluntary contributions and ports will match 1% for 1% up to an employer maximum matched contribution of 5% e.g. Employee opts to contribute 5% Ports will match this and the total employer contributions would become 10% You are eligible to join the pension scheme the month after successful completion of your probation Minimum joining age - 18 You are not able to join the pension scheme once you reach Government of Jersey state retirement age Cash sum payable to nominated beneficiary if the member dies in service.

About Ports of Jersey

We are a 400+ strong team of air traffic controllers, coastguards, accountants, engineers, fire fighters, port operations, security specialists, pilots, project managers, technicians, passenger service agents and many, many more. We are tremendously conscientious people with enormous pride in serving our island.



We provide the connectivity that is critical to Jersey's economy and islanders' quality of life, whether to visit friends and relatives, to access specialist medical care and education, as well as to travel on holiday and business.

We keep the Island running, often without people even noticing us. Islanders depend on our lifeline freight links for the food we eat, the clothes we wear and the materials we build, furnish and heat our houses with.


At the same time, we have ambitious plans for the future. We are on schedule for the biggest capital investment since our incorporation, with plans to regenerate and transform the Harbour. Plans which will be built with our stakeholders and the community.

We're also planning to play our part in the biggest challenges of our lifetime: climate change and biodiversity loss. For anyone in the travel industry, a conversation about the subject is never going to be an easy one, but we're finalising an ambitious and authentic sustainability plan, to not only offset the emissions the links to Jersey create but to go much further. We're looking at initiatives that will truly make an impact, to our island and our planet. While also making a difference to our community.