Job Description

Account Managers lead and coordinate a team of 15–50 CSRs executing counter and gate operations. They manage schedules and staffing to ensure efficient allocation of company resources. They also oversee daily execution of our services in the terminal and are responsible for decisions when issues arise. Overall, they are also the team’s primary model for the PA values and standards of performance.

PPPP:

People: Build a high-performing team that is engaged, accountable, and enjoys the work 

Process: Create reliable, efficient systems that deliver consistent execution 

Product: Deliver a safe, compliant, and positive passenger experience 

Profit:  Use resources efficiently to generate surplus for reinvestment and growth

MAIN DUTIES

PEOPLE:

Staffing

• Planning: Build 2–4 week schedule aligned to flight demand and staffing levels
• Adjustment: Reallocate staff in real time for call-offs and disruptions

Hiring

• Selection: Interview candidates and make hiring decisions for account

Performance

• Coaching: Deliver real-time feedback during shifts (e.g., boarding flow, compliance)

PROCESS:

Real-Time Ops

• Decision: Make live calls on staffing, boarding pace, and issue handling

Coordination

• Communication: Lead daily briefings and provide updates during shifts

Compliance

• Enforcement: Monitor document checks, boarding procedures, and SOP adherence

PRODUCT:

Passenger Experience

• Oversight: Monitor counter and gate interactions during operation
• Intervention: Step in when service or flow breaks down

On-Time Performance

• Management: Adjust staffing and boarding flow to meet departure times

C lient (Airline)Ownership

• Lead day-to-day airline relationship and briefings
• Responsiveness: Address client issues within 24 hours

PROFIT:

Efficiency

• Control: Manage staffing vs demand to limit overtime and idle time

Billing

• Accuracy: Submit billing inputs (hours, services) correctly and on time

Reporting

• Review: Analyze OT, turnover, and performance trends monthly

Requirements

Experience Required:

This position will support TAP/Air Portugal

You’re committed and flexible, understanding that this is a 24/7 operation , including weekends and holidays:

• A minimum of THREE (3) years experience in the airline industry in a supervisory or leadership position, above the wing (Passenger Service) with a focus on customer/client relations
• Ability to work independently as well as collaboratively
• Ability to communicate effectively through oral and written means
• Ability to lead a team, bring out the best performance in the team through employee engagement; handle employee issues in an efficient and effective manner
• Flexible to work rotating shifts including weekends and holidays

Benefits

Why You’ll Love This Role at Pacific Aviation:

• Competitive Salary – $76,000- $82,000 (based on qualifications) with bonus potential
• Exciting Industry – Work in a dynamic airport environment with a supportive team
• Career Growth – We invest in our people and promote from within
• Full Benefits Package – Medical/health insurance/dental/vision/other optional insurances and 401(k) with company match
• Paid Time Off & Holidays – Because balance matters
• Professional Development – Ongoing training and growth opportunities
• A Strong, Supportive Team – We believe in respect, teamwork, and professional success
  
  

About Pacific Aviation

At Pacific Aviation, we’ve been a trusted airport services provider since 1995, supporting top airlines across the U.S., including LAX, SFO, and SEA. We believe in fostering a culture of respect, growth, and excellence, ensuring both our employees and passengers have a seamless experience every day.

Ready to Lead? Apply Today!

If you’re a proactive leader ready to make a real impact, we’d love to meet you. Apply now and take your career to new heights with Pacific Aviation!

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