Rep, Ops, Transport, Tower

We’re looking for motivated, engaged people to help make everyone’s journeys better. The Airport Tower Representative is an entry-level supervisory role responsible for coordinating daily catering operations on the airport ramp. This position serves as the central communication point between catering drivers, operational teams, airline customers, and airport stakeholders to ensure safe, efficient, and on-time aircraft servicing. The role requires strong operational oversight, real-time decision-making, and the ability to manage multiple priorities in a fast-paced environment Annual Hiring Range/Hourly Rate: $66,300- $70,000 Benefits Paid time off 401k, with company match Company sponsored life insurance Medical, dental, vision plans Voluntary short-term/long-term disability insurance Voluntary life, accident, and hospital plans Employee Assistance Program Commuter benefits Employee Discounts Free hot healthy meals for unit operations roles Main Duties and Responsibilities: Coordinate and direct catering drivers and ramp personnel servicing arriving and departing aircraft to ensure on-time performance and operational readiness. Provide day-to-day operational oversight and support to frontline catering drivers and ramp employees. Monitor flight schedules, aircraft movements, gate changes, delays, and other operational impacts, adjusting resources and priorities as needed. Maintain continuous awareness of airport, airline, and catering operations to support service continuity and operational efficiency. Serve as the primary operational point of contact for airfield-based employees and airline stakeholders. Communicate real-time operational updates, service changes, and critical information to drivers, Flight Attendants, airline customers, Tower/ACC personnel, operational departments, and leadership. Partner with Flight Attendants and airline representatives to resolve catering-related issues and ensure all required products, equipment, and services are properly onboard. Make timely operational decisions to address service disruptions, operational challenges, and customer concerns. Escalate critical issues and coordinate cross-functional response efforts to minimize customer and operational impact. Ensure all airfield, ramp, and catering activities are conducted safely and in compliance with company policies, customer requirements, and regulatory standards. Maintain compliance with food safety procedures, including delayed flights, gate returns, product hold-time requirements, food safety escalations, and related investigations. Monitor service performance, staffing utilization, and key operational metrics to achieve customer and company objectives. Prepare and maintain operational reports, service records, and performance documentation Identify opportunities for process improvement and implement best practices that enhance safety, service quality, efficiency, and operational performance. Build and maintain positive working relationships with airline customers, airport partners, and internal stakeholders. Support the achievement of safety, quality, customer service, and operational excellence goals. Required Skills & Competencies Operations & Logistics Airfield and flight catering operations coordination Dispatch, routing, and oversight of drivers and aircraft servicing activities Resource allocation, workforce coordination, and operational execution On-time performance and service delivery management Safety & Compliance Ability to obtain and maintain SIDA credentials and ramp driving authorization Knowledge of airfield, ramp safety, and operational compliance requirements Commitment to quality, food safety, and regulatory standards Communication & Customer Service Strong verbal and written communication skills Airline customer and stakeholder relationship management Customer service, conflict resolution, and service recovery Leadership & Decision Making Frontline team leadership and coordination Independent decision-making and sound judgment in time-sensitive environments Problem-solving, critical thinking, and disruption management Ability to influence outcomes and drive accountability across cross-functional teams Administrative & Technical Skills Proficiency with Microsoft Office and operational systems Data analysis, reporting, and record management Strong attention to detail and organizational skills Continuous Improvement Root cause analysis and process improvement Performance monitoring and operational metrics management Continuous improvement mindset focused on safety, service, and efficiency Qualifications: Education: H.S. diploma required College/Degree preferred Work Experience: Minimum 3 years of experience working in a customer service capacity required 1-year experience directing the work of others Previous experience in airport operations, logistics, transportation, customer service, airline operations, or catering operations preferred. Qualifications Experience in airline, airport, ground handling, catering, logistics, transportation, or other operational environments. Ability to thrive in a fast-paced, time-sensitive operation requiring rapid decision-making and prioritization. Strong communication, problem-solving, and customer service skills. Ability to coordinate multiple activities simultaneously while maintaining a high level of accuracy and attention to detail. Proficiency in operational systems, reporting tools, and Microsoft Office applications. Ability to work flexible shifts, including weekends, holidays, and irregular hours as required by operational needs. What Success Looks Like Safe and compliant operations. Strong on-time service performance. Effective communication across stakeholders. Rapid resolution of operational issues. High customer satisfaction and operational reliability. Continuous improvement in safety, quality, and performance metric