Airport Baggage Systems Operations Manager

The Airport Baggage Systems Operations Manager leads ASG's on-site BHS control room and maintenance dispatch services at Philadelphia International Airport (PHL). This full-time position is accountable for the safe, reliable, and continuous performance of a 24-hour, seven-day operation supporting PhiliTEC, the City of Philadelphia Department of Aviation, airlines, maintenance providers, and other airport stakeholders.

Basic Function - Working closely with the PhiliTEC Consortium Manager or designee, the Operations Manager provides overall leadership for supervisors/leads, BHS Control Room Operators, and Dispatchers. The position owns contract performance, workforce readiness, operational continuity, incident response, stakeholder communication, CMMS and reporting quality, and continuous improvement across the BHS control rooms and maintenance dispatch function.

 Primary Responsibilities

• Lead approximately 30+ staff members including union supervisors/leads, BHS Control Room Operators, and Dispatchers; oversee hiring, training, performance management, employee development, and succession planning.
• Maintain reliable 24/7/365 staffing through effective scheduling, call-out response, PTO coordination, cross-training, and attendance management.
• Oversee BHS control room and maintenance dispatch performance, including baggage-flow monitoring, work-order intake, prioritization, technician coordination, and service-level compliance.
• Direct the operational response to BHS disruptions, emergencies, staffing events, and contingency-plan activations to minimize impacts to airlines and airport operations.
• Coordinate response and communication among ASG staff, PhiliTEC, the Department of Aviation, airlines, TSA, maintenance teams, contractors, and vendors.
• Serve as ASG's primary on-site operational representative and ensure accurate CMMS records, shift reports, performance metrics, trend analyses, and contract deliverables.
• Review recurring failures, response trends, staffing patterns, and customer concerns; lead root-cause reviews, corrective actions, and process improvements.
• Maintain productive labor relations, administer applicable Collective Bargaining Agreement requirements, and promote compliance with safety, security, and workplace policies.
• Coordinate timekeeping, payroll inputs, PTO records, invoice support, and confidential personnel and contract documentation with ASG support teams.

Required Knowledge, Skills, and Competencies

• Strong leadership, workforce-planning, conflict-resolution, and decision-making skills in a multi-shift, safety-sensitive operation.
• Ability to remain calm during system disruptions and coordinate an effective response across technical, operational, customer, and vendor teams.
• Working knowledge of airport, airline, baggage, ground-handling, automated material-handling, conveyor, logistics, or comparable operations.
• Technical aptitude to understand system layouts, controls information, operating procedures, and contingency plans and communicate effectively with maintenance specialists; hands-on repair expertise is not required.
• Experience managing service levels, performance indicators, CMMS/work-order data, reporting, root-cause reviews, and corrective actions; IBM Maximo experience is preferred.
• Excellent written, verbal, analytical, and relationship-management skills, with proficiency in Microsoft Office and appropriate handling of confidential information.

Education and Experience

• Five or more years of progressively responsible operations experience in aviation, airport or airline operations, ground handling, BHS, automated material handling, industrial automation, transportation, logistics, manufacturing, distribution, or a comparable 24/7 environment.
• At least 3 years of leadership experience involving supervisors, leads, or a multi-shift workforce.
• Bachelor's degree in aviation, operations, engineering, transportation, logistics, business, or a related field preferred; an equivalent combination of education, technical training, and relevant experience will be considered.
• Direct airport or BHS experience is strongly preferred but not required for candidates with successful leadership experience in a similarly complex automated or mission-critical operation.
• Union workforce, client-facing contract operations, CMMS, performance reporting, and emergency-response experience are preferred.

Schedule, Security, and Work Environment

• Full-time, exempt, on-site position at PHL. The regular schedule is primarily daytime business hours with flexibility for significant incidents, staffing escalations, and occasional nights, weekends, or holidays.
• Must maintain a valid driver's license, safe driving record, legal authorization to work in the United States, and all required airport security credentials and clearances.
• Work occurs in offices, control rooms, terminals, secure baggage areas, and other airport environments that may involve noise, moving equipment, vehicle traffic, stairs, and extended walking or standing.