Operations Service Manager – Airport Operations

About the role

The Operations Service Manager (OSM) leads Airport Customer Service personnel at Montego Bay Airport, ensuring smooth day‑to‑day operations and effective handling of non‑routine situations. The role supports the Station Manager with administrative tasks, budgeting, and personnel management while maintaining high customer service standards.

Key responsibilities

• Direct and train check‑in and ticketing staff, providing on‑the‑job coaching and problem‑solving support.
• Monitor contractor activities, especially those working close to aircraft, to ensure compliance with safety and operational procedures.
• Prepare and forward statistics, reports, inventories, passenger complaints, and insurance claim responses to the Station Manager and relevant departments.
• Maintain communication channels with Delta management, peers, staff, and contractor supervisors to stay aligned with airport and company procedures.
• Order supplies, coordinate equipment maintenance, and support facility upkeep in collaboration with the Station Manager.
• Act as the primary point of contact during emergency situations or in the Station Manager’s absence.
• Assist with employee evaluations, development plans, and overall personnel administration.
• Develop and implement strategic and tactical safety plans to promote a safety‑conscious work environment.

Required profile

• High school diploma or equivalent.
• Demonstrated expertise in airport operations and strong customer service abilities.
• Legal right to live and work in Jamaica at the time of application (Delta does not sponsor visas).
• Analytical and deductive reasoning skills.
• Ability to manage multiple projects in a fast‑paced, high‑stress environment.
• Comfort handling highly sensitive and confidential information.
• Clear verbal and written communication skills.
• Commitment to safety, security, and privacy priorities.

Required skills

• Proficiency with the Microsoft Office Suite.