Passenger Facilitation Systems Assistant Manager presso City of Charlotte

Date Opened: Monday, September 15, 2025 12:00 AM

Close Date: Tuesday, September 30, 2025 12:00 AM

Department: Aviation Department

Function Operations Management

Salary: $96,323.00 - $120,404.00 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

This position exists to assist the Passenger Facilitation Systems Manager in managing the Passenger Facilitation Systems Team, which is a Section of the Airport Operations Division. This Team is responsible for ensuring the various passenger facilitation systems that support safe and efficient movement of passengers, support stakeholder operations, and energize an optimal customer experience at the Charlotte Douglas International Airport (CLT). An individual will accomplish these objectives through supervising and developing the Passenger Facilitation Systems Supervisors, Coordinators, and leveraging contract service providers to support operational goals, and promoting a positive work culture that supports the future needs and growth of the Airport. The Passenger Facilitation Team works closely with other Airport Operations Sections, other CLT Divisions, the Transportation Security Administration (TSA) screening operation, Customs and Border Protection (CBP), Airline Management groups and other terminal stakeholders. This position will serve as a key liaison and partner for these entities and will engage in a positive partnership with their designated representatives. Under emergency conditions, reacts quickly, and calmly to protect persons, property, and ensures compliance.

1. Manages the personnel and programs necessary to operate and maintain Charlotte Douglas International Airport’s (CLT) passenger facilitation systems including, but not limited to, Airport Operational Data Base (AODB); Resource Management System (RMS); ACUS common use system; crowd monitoring system; City-owned gates, aircraft parking spaces, ticket counters, baggage claim/make-up units; Airline Choice visitor pass system; and other systems and platforms to ensure the safe, secure, and efficient flow of passengers throughout the facility. Ensures enforcement of rules, regulations, and the application of CLT Airline Use Agreement (AUA) and Airport Operations Area (AOA) Standards to provide a positive customer experience in harmony with the Airport’s rules and regulations. Maintains all records, reports, and logs, as required.

2. Supervises and directs the work of the Passenger Facilitation Systems Supervisors and Coordinators, and contracted staff. Oversees the professional development of staff to support their overall engagement, development, and goal achievement. Ensures all personnel have proper training and tools to perform their duties efficiently and effectively. Mentor, motivate, and lead assigned personnel in alignment with CLT Mission and Vision, Strategic Principles, Airport Operations Purpose, and division priorities. Deliver employee performance reviews by established dates. Oversees recruitment, hiring, on-boarding, coaching, counseling, disciplinary, and termination processes of personnel. Formulate comprehensive and concise instructions/procedures in both oral and written form. Create and update policies and procedures and make recommendations for improvements in safety, efficiency, and customer service. Ensure enforcement of airport rules and regulations that govern usage of airport passenger facilitation systems.

3. Responds to and participates in airport emergencies and irregular operations, establishes priorities, and makes timely decisions under stressful conditions to emergencies and incidents of various size, scope, and scale. Takes charge until relieved by a higher authority. Coordinates and assists the Passenger Facilitation Systems response efforts in emergency and irregular operations. Serves as Branch Manager for incident command. Serves as Section Chief in the Airport Emergency Operations Center (AEOC) in the absence of the Passenger Facilitation Systems Manager. Ensures that responses are  in compliance with Airport Emergency Plan (AEP) and standard operating procedures and follows the National Incident Command Systems (NIMS) protocols. Reacts quickly, calmly, and exercises independent judgement and initiative to protect persons, property, and ensures compliance. Coordinates the customer service efforts of internal and external support agencies during periods of irregular operations.  Conducts and participates in required emergency response training and exercises related to airport operations, emergencies, and security. 

4. Assist Passenger Facilitation Systems Manager with 24/7/365 administrative responsibilities and follows the directives of the Passenger Facilitation Systems Manager. Serves as the in-charge manager in the absence of the Passenger Facilitation Systems Manager. 

5. Oversees the management and administration of access to the AODB and RMS to comply with login and password compliance requirements. Oversees the creation, editing and management of rules and process updates to the AODB/RMS system to ensure optimal resource utilization (i.e., changes in gate capacity, addition of new gates, reduction in aircraft types, etc.). Ensures AODB/RMS resources are utilized to prevent exceeding capacity of the FIS facility for International Arrivals.

6. Serves as the primary point of contact between Airport Operations and CLT Airline Affairs on matters related to passenger facilitation systems and AUA requirements regarding airline usage of those systems. Leads regularly scheduled Passenger Facilitation Systems stakeholder meetings to share information, provide systems updates, and address questions/concerns about the systems from stakeholders. Contributes to and supports other CLT-hosted meetings as needed.

7. Responsible for the maintenance of gate, ticket counter, and baggage/makeup unit usage records and statistics in support of the AUA. Ensures proper notification, distribution, and compliance with various entities of the Gate Use Procedures and related rules, directions, and notices. Oversees the monitoring and review of commercial air carrier schedules to determine aircraft gate and parking availability to prevent conflicts in gate assignments; oversees resolution of scheduling conflicts as well as review and approval of charter flight requests and provisioning of gate assignments.

8. Collaborates with CLT Planning, Engineering, IT, and Facilities to ensure the continuity of airport operations and passenger movement via passenger facilitation systems. Support review of construction safety phasing plans and participate in the Design and Construction Logistics Impact review panels as needed when passenger facilitation systems are impacted. Identifies risks to passenger facilitation systems during construction and coordinates mitigation strategies with appropriate representatives. Coordinates with Facilities and IT on work orders, system maintenance, and support to ensure the high-uptime and reliability of passenger facilitation systems. Engages with construction and maintenance activities to ensure a proper transition of passenger facilitation systems from active construction to project completion within the Terminal.

9. Assists in development and management of section budget, resource requirements, and purchasing.

10. Leverages contract service providers to support operational goals, maintain desired service levels, and takes action, when needed.

11. Other duties, as assigned.

Minimum Qualifications

Education:
Associate degree plus five years of experience, or Bachelor’s degree and three years of experience required or an equivalent combination of education and relevant work/industry/military/job specific experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties.  Major course work in aviation, business, sociology, psychology, or related field.  Experience must include three years of direct supervisory experience. AAAE C.M., A.C.E. -Operations, or A.A.E., preferred.

Knowledge Skills and Abilities:

Knowledge of:

• Considerable knowledge of the practices and techniques used in the field of passenger facilitation and support systems, customer service, airport or airline operations, and irregular operations at an airport.
• Knowledge of NIMS/ICS, TSR Part 1542, FAR Part 139, airport/airline irregular operations, and passenger facilitation systems.
• Knowledge of TSA security screening checkpoint operations and international arrivals operations including U.S. CBP requirements and standards

Skill in:

• Skills to communicate effectively orally and in writing.
• Skills to efficiently manage multiple priorities and tasks.
• Skills to lead and motivate a diverse staff.
• Skills to develop creative new programs and activities.
• Effective organizational skills.

Ability to:

• Ability to prepare and effectively maintain budgets and budgetary controls.
• Ability to actively pursue and develop new ideas, methods, and procedures to meet changing situations. 
• Ability to make comprehensive recommendations to resolve operational problems.
• Ability to establish and maintain effective working relationships with airline management, federal partners, co-workers, and the public, and represent the airport in a positive and professional manner. 
• Ability to respond calmly and effectively in emergencies and effectively manage sensitive and tense situations.
• Ability to demonstrate initiative, creativity, and innovative thinking in a rapidly changing work environment. 

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email [email protected].

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.

Candidarsi ora