Airport Customer service Station Lead- ONT airport (Ontario)

We are seeking a decisive, experienced, and highly accountable Station Lead to oversee all aspects of ground operations, staffing, and compliance at the airport station. This leadership role requires deep operational knowledge, strong interpersonal skills, and the ability to manage both strategic and day-to-day responsibilities. The Station Lead serves as the primary liaison with airport authorities and airline partners, ensures accurate labor tracking, and leads the hiring and disciplinary process. You will supervise the Operations Lead and broader team to ensure seamless service delivery, safety compliance, and operational excellence. You will also support administrative functions including staff development, attendance tracking, and performance management, while maintaining direct communication with airline partners to resolve operational challenges. Qualifications & Skills: Oversee all station operations, ensuring alignment with company standards and airport regulations Track and enter billable labor hours accurately for payroll and airline reporting Develop and manage employee schedules to ensure optimal coverage Supervise daily operations, ensuring timely and high-quality task completion Provide hands-on support and delegate tasks effectively Track disciplinary actions and ensure compliance with company policies Support customer relations and resolve service issues promptly Communicate directly with airline representatives to coordinate operations and address concerns Maintain professional correspondence and coordination with airline partners, ensuring timely communication regarding staffing, service delivery, operational updates, and compliance matters. Promote cross-training and deliver refresher training as needed Monitor attendance and ensure adequate shift coverage Address discipline and motivation concerns while fostering a positive work culture Enforce safety, security, and grooming standards in accordance with company policy Track and report all services rendered to airline partners, ensuring accurate documentation Oversee timecard accuracy; resolve missing punches and discrepancies Proven leadership with strong organizational and supervisory capabilities. Strong understanding of airport operations, labor tracking, and regulatory compliance. Minimum 2 years of airline experience preferred. At least 2 years in a supervisory or team lead role preferred. Strategic thinker with the ability to manage both high-level planning and daily execution. Excellent interpersonal, coaching, and conflict resolution skills. Proven ability to enforce policies with fairness and consistency. Customer-focused with a proactive approach to service excellence. Ability to perform under pressure and meet tight deadlines. Strong verbal and written communication skills. Experience with scheduling, roster planning, and operational troubleshooting. Decisive and solution-oriented in dynamic environments. Flexible and positive, with a focus on team morale. Proficient in Microsoft Word, Excel, and ticketing systems. Willingness to work varied shifts, including weekends and holidays. Ability to enforce policies and procedures with consistency and fairness. Strong problem-solving and decision-making abilities. Skilled in airline coordination and operational communication. Additional Information The Station Lead plays a critical role in maintaining operational integrity, regulatory compliance, and team cohesion. This position requires a proactive mindset, strong leadership, and the ability to manage complex challenges with professionalism and clarity. Responsibilities may evolve based on operational needs. Benefits PTO/sick leave Holiday pay Opportunities for advancement Medical insurance