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Duty Shift Manager JFK Airport

April 13, 2026

Position Summary

The Duty Shift Manager the day-to-day shift operations of wheelchair and passenger/customer assistance throughout the airport terminal. This includes managing a team of Terminal Coordinators, Wheelchair Agents, and Dispatchers to ensure seamless delivery of service to passengers with reduced mobility. This position demands operational leadership, workforce coordination, strong problem-solving, and a commitment to upholding service excellence across all shifts. It requires an understanding of the airline's needs as well as those of the passenger.

Key Responsibilities

Supervise and coordinate shift activities of all wheelchair service staff, including Terminal Coordinators, Agents, and Dispatchers.
Ensure adequate shift coverage and adjust staffing assignments based on real-time passenger demand and flight schedules.
Monitor and enforce compliance with safety, security, and operational procedures.
Serve as the main point of contact during the shift for airline partners, airport authorities, and internal departments regarding PRM services.
Conduct shift briefings, monitor performance, and address any customer service or operational issues immediately.
Support the training and onboarding of new team members and ensure ongoing performance coaching and development.
Track and report key performance metrics such as wait times, service volume, and staff productivity.
Perform routine walkthroughs to ensure staff visibility, service quality, and passenger satisfaction throughout the terminal.
Assist with conflict resolution involving passengers or team members and escalate as needed.
Maintain records of incidents, delays, and shift activities, and provide shift reports to senior leadership.

Leadership Environment

Wheelchair Dispatching: Ensure dispatchers are assigning requests efficiently, maintaining constant radio communication, and logging movement in real time.
Terminal Coordination: Oversee coordinators who guide overall terminal activity, ensuring all zones are covered and agents are deployed where needed.
Wheelchair Agents: Provide support and direction to agents during high-traffic periods and ensure passenger interactions reflect the company’s service standards.

Key Qualifications

High school diploma or equivalent required; associate or bachelor’s degree in Business, Aviation, or related field preferred.
3 + years of experience in airport passenger services or ground handling operations, with at least 1 year in a supervisory or lead role.
Proven ability to lead and motivate diverse teams in fast-paced environments.
Strong organizational and communication skills, with the ability to multitask and make quick decisions under pressure.
Comfortable using radio communications and digital tracking/logging systems.
Must be able to work all shifts, including nights, weekends, and holidays as part of a 24/7 operation.
Ability to lift up to 50 lbs and remain on foot for long periods while navigating large terminal areas.

Physical Demands

The physical demands described here are those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This position requires the incumbent to be able to speak and be understood, hear, and comprehend the English language, stand for long periods of time, be able to lift approximately 70 pounds, be able to relocate in the event of an emergency, and have a neat and professional appearance

EEOC

Grupo Eulen is an equal opportunity employer and will consider all applicants without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, and all other protected classes recognized or any other characteristic protected under applicable federal, state, or local law

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...