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Assistant Manager, Terminal Operations & Service Delivery, EWR Terminal B

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Job ID: 60414
Department: Aviation
Location: Newark, NJ


TITLE:  Assistant Manager, Terminal Operations & Service Delivery, EWR Terminal B
DEPARTMENT:    Aviation 
LOCATION:          Newark Liberty International Airport (EWR)



Under the direction of the Manager, Terminal Operations & Service Delivery, the selected candidate will assist in the management and oversight of all Terminal Operations and the delivery of customer service at Terminal B (EWR). Responsibilities include, but are not limited to:


  • Champions the expectations and management of all aspects of safety, security, and regulatory compliance.
  • Works with the Operations Staff (represented) to review the daily Terminal operations planning, irregular operations (IROPS) support, mitigation requirements – supports the communication and coordination with airlines and stakeholders.
  • Irregular Operations (IROPS) - leads the overall planning and mitigation planning for any weather and/or operational impact which negatively impacts the Terminal and/or flight operations.
  • Reviews and actions follow up on key daily Terminal operational issues/concerns which occur - bag belt system issues, on-time performance, first bag/last bag delivery times, technical issues, emergency situations, alley way traffic & misc ramp gating needs. Oversee and manage corrective action and planning with temporary and/or permanent solutions.
  • Provides ongoing airline engagement and support on critical need escalated issues – emergency needs, snow operations, baggage handling system (BHS), airline gate assignment, concession operations and the overall daily operational communication with airlines and stakeholders.
  • Participates in various daily/weekly operational calls and meetings - AOC call, TSA, CBP, CDC and Terminal B Operations staff briefing. Leads the Airline Working Group monthly call.
  • Capacity Management – verifies seasonal airline schedules are balanced across the check-in counters, security checkpoint, TSA baggage screening locations, FIS and baggage make up area, bag belt system and bag claim carousels. Uses ADAW, BlipTrack, RMS and Power BI tools to support data requirements. 
  • Supervises the activities of a diverse staff of Terminal supervisors and contract service provider staff performing terminal and customer service operations to include the ownership, communication, and administration of the Performance Management Review (PMR) program for represented PA staff
  • Provides support for the management and administration of the PANYNJ’s Customer Service Standards Manual to ensure all aspects of service delivery are met.
  • Identification, assessment, and implementation of Terminal Operations & Customer Experience priorities including support in representing Terminal B’s projects and initiatives in the Capital, Redevelopment, and Agency Major Maintenance Programs
  • Ensure compliance with PA standards of Terminal Operation Requirements and effectively coordinate such compliance with internal and external parties (i.e., PA Facility Maintenance, Port Authority Police, regulatory Agency’s (Transportation Security Administration (TSA), U.S. Customs & Border Protection (CBP), Center for Disease Control (CDC).
  • Participate in the coordinated planning, development and implementation of standard operating procedures and response plans to emergency situations and other irregular operations (weather, security, blackouts, terminal /aircraft emergencies, construction closures, and terminal projects).
  • Is primary point of contact for all Terminal special events/functions, Press Events, PA Media liaison and new Airline onboarding – leads coordination and implementation support needs for any new Terminal B airlines.   
  • Participate in the airport’s Emergency Operations Center to maintain essential communications and facilitate return to normal operations during severe weather or other unplanned incidents that disrupt the operation. Support customers on-airport in public-facing areas during peak holiday travel periods.
  • Participates in various monthly meetings - homeless outreach, concessions, customer service calls.
  • Supports the development of service contracts ensuring compliance of established contract administration procedures by subordinate staff.
  • Supports the Unit’s budget and administrative functions, including preparation and administration of Unit’s Expense Budget, tracking expenses, and adjusting the budget to reflect current needs and priorities.
  • Assigned work schedule is weekdays and may be adjusted at times with preplanned schedule changes in other critical need time frames if required.
  • Assumes full responsibility for the management of the Unit in the absence of the Manager of Terminal Operations & Service Delivery.




Candidates must present the following qualifications to be considered eligible for this position:


  • Bachelor’s degree or higher in Aviation, Transportation, Management or Engineering or related field
  • At least four (4) years of progressive experience in aviation, airport terminal operations and/or airline ground/passenger’s operations 
  • Experience managing performance and day to day operations of a large team 
  • Experience in collaborative working relationships with senior leadership within and outside the Port Authority, to include airlines, tenants, third party contractors, or vendors
  • Competency with Microsoft Office Word, Excel, and PowerPoint computer applications where you have created and manipulated data, reports, presentations, and sensitive documents.
  • Knowledge of processes and procedures related to procurement, budgeting, contract development and administration, recruitment, or business planning.
  • Must be accessible 24-hours per day, 7-days per week to respond to work communications and to expeditiously report to the airport in response to emergencies, such as winter storms, terminal emergencies, and aircraft mishaps.
  • Valid driver’s license desired. 
  • Must be able to pass a fingerprint-based Criminal History Records Check as mandated by 49 CFR 1542 and will be required to obtain and maintain an airport Security Identification Display Area (SIDA) credential.
  • Ability to report immediately to airport emergencies, inclusive of inclement weather or other irregular operations, 24 hours per day, seven days per week, including weekends and holidays. This includes staffing EWR’s Emergency Operations Center as required.  


Ideal candidates will present the following knowledge and experience:

  • Experience interacting with the public, Government Agency’s (such as TSA, CBP, CDC, etc.) elected officials, airline senior leadership and the media.  
  • Knowledge and experience of airport terminal work streams, airline operations, baggage handling, concession operations d ramp operations with e of Aviation facilities and/or facility operations.
  • Demonstrated experience preparing, negotiating, managing, and administering multiple, complex, operational service contracts and programs and ensuring all invoice processing and contract expenditures are within budget and authorization limits.
  • Demonstrated experience in budget and estimate development and management.
  • Proven leadership and managerial skills and the ability to motivate a team with diverse expertise; experience supervising a diverse workforce, including represented staff.
  • Demonstrated negotiation and conflict resolution skills.
  • Demonstrated experience organizing a demanding workload with the ability to work in a high-pressure environment with multiple tasks due in a tight timeframe.
  • Knowledge of PA customer service programs and initiatives and the ability to establish customer service goals for Terminal B operations and to develop performance measures to assess progress in achieving those goals.
  • Demonstrated experience working with large operations that directly influence the customer.

How to Apply:

Interested candidates should apply to this job by clicking on the "Apply Now" button and submitting a resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications.

Only applicants under consideration will be contacted.

About The Port Authority:

Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency's network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than twenty three billion in annual wages and eighty billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.

Equal Opportunity Employer

The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.

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