Manager, Terminal Operations and Guest Experience

New Opportunity Thompson Regional Airport Authority Welcome to the North Are you looking for a new opportunity to build new relationships in a unique and growing industry? Do you have a passion for helping people? At the Thompson Regional Airport Authority, we value teamwork and a work environment where people come to work to help one another. Our growing airport facility is now accepting applications for the position of Manager Terminal Operations and Guest Experience. Role Purpose: The Manager, Terminal Operations and Guest Experience is responsible for ensuring the safe, efficient, and welcoming operations of the Thompson Regional Airport Authority’s (‘TRAA’) terminal facilities. This role oversees daily terminal activities including guest experience, vendor experience, security, custodial services, parking, and airline coordination, ensuring a seamless experience for travelers, tenants, partners, and staff. Working closely with the President & CEO, the Manager leads front-line service delivery, operational readiness, revenue generation, guest experience, vendor experience and community engagement across all public areas of the terminal. The role ensures that the physical environment, service interactions, and operational systems reflect TRAA’s values of safety, professionalism, and community pride. This position plays a key role in shaping how people feel when they use or visit the airport, ensuring a clean, efficient, and aesthetically welcoming environment while balancing safety, compliance, revenue and commercial performance. Responsibilities: Leads Terminal Operations Oversees the daily operation of the terminal building to ensure safe, reliable, and efficient service delivery. Coordinates with all TRAA departments and tenants to ensure seamless passenger flow, facility access, and operational readiness. Monitors terminal systems (lighting, HVAC, signage, and passenger amenities) and collaborates with the Airfield and Infrastructure Manager to ensure a safe and comfortable environment. Maintains clear procedures for incident reporting, facility maintenance requests, and emergency response. Coordinates with other leaders to address terminal IT support needs related to access control, security cameras, parking systems, and self-service kiosks. Oversees Security Operations Provides leadership and direction to the security team, ensuring visible, professional, and safety-focused presence across the terminal and parking areas, aligned with federal security programs and TRAA policies. Works collaboratively with the Manager, Regulatory Programs to align operational security measures with regulatory requirements. Ensures access control, surveillance, and patrol procedures are effective and consistently applied. Develops security schedules, procedures, and response protocols; ensures all personnel are trained and equipped to respond effectively. Promotes a security culture that balances safety and service, emphasizing professionalism and positive interaction with passengers and partners. Coordinates Airline Operations Serves as the primary liaison with local airline management for terminal scheduling, ground handling, and passenger processing. Facilitates coordination of check-in, baggage, and boarding operations to ensure efficiency and positive traveler experiences. Supports the integration of airline and airport communication systems and assists with disruption management when operational issues arise. Monitors operational performance and identifies opportunities to improve on-time performance and service quality. Manages Custodial Services Leads and oversees custodial teams and contractors responsible for cleaning, waste management, and presentation of all terminal areas. Maintains service standards that reflect pride, cleanliness, and professionalism in every space. Implements inspection routines and response protocols to maintain high standards of hygiene, accessibility, and visual presentation. Co…

View the full posting and apply