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Cathay Pacific Airways Limited Airport Operations Manager in Boston, Massachusetts

Airport Operations Manager

  • ASD - Airport Services Delivery

  • Boston, Massachusetts, USA

  • Cathay Pacific

  • Application Deadline28 Jun 2024

Company Description

Move Beyond! To move people forward in life - We are the people behind Cathay Pacific. We are proud of our Hong Kong heritage but equally proud of the global, diverse workforce that makes us who we are. We are relentlessly driven to create lifetime customer loyalty, value for our shareholders and satisfaction and enrichment for our employees. We are a complex global business, but we are also family. And whether we are in the cockpit or behind a desk, moving cargo, checking our passengers in or ensuring they are safe and comfortable while in the air, we are all one team, focused on delivering one world-class airline operation. Join us and discover just how far you can go!

Role Introduction

Cathay Pacific is looking for an individual to join the Airport Team in Boston. The successful candidate will lead and manage the overall airport operations to run smoothly and efficiently during all operational shifts whilst complying with the established safety, security and quality standards. They will deliver the best possible operation and airport service experience ensuring our customers always feel special and valued at all times, regardless of circumstance. The successful individual will inspire our people and suppliers to embrace change and excel in everything they do including to take every opportunity to benefit from technological advancement and representing the Company’s best interests within the local community.


Safety First, Quality Always

  • Rigorously execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standards

  • Achieve absolute operational integrity, with zero safety defects and security infringements

  • Advocate a “Just Culture” and develop proactive partnerships with stakeholders in root cause investigations and analysis

  • Partner with local airport management to identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidents

  • Act as the Airline’s Operational Duty Holder (ODH) of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD)

People Development and Performance Management

  • Lead, support and encourage own team to achieve success

  • Build a strong and motivated team, ensure the right organisational structure and the right people are in place to foster positive team spirit and facilitate teamwork

  • Actively participate in recruitment and selection activities for the airport team

  • Supervise and mentor direct reports, encouraging effective collaboration

  • Develop employees with high potential and identify learning opportunities to ensure appropriate training and development programmes are in place to suit both self-handled and 3rd party ports as appropriate

  • Maintain active and ongoing dialogue in relation to employee goals and performance

  • Actively engage with employees to enhance communication and their understanding of department goals

  • Demonstrate leadership and lead by example in accordance with Cathay Pacific’s core values

  • Enhance the employee experience in line with the role level and the brand promise

Represent Cathay’s interests in the airport community

  • Actively engage and manage external airport relationships in the best interests of the Company – authorities, suppliers and service providers, Oneworld partners, and other airlines

  • Ensure competition compliance involvement in airport-related industry affairs

  • Act as the representative in AOC or BAR to protect the interests of the airline

Proactive Partnerships with Regional and Head Office

  • Sustain effective communication with Head / Regional Office to establish mutual understanding

  • Partner with Head / Regional Office departments on improvement initiatives and projects

  • Champion Head / Regional Office initiatives

  • Develop and implement local strategy in conjunction with Head / Regional Office directives and frameworks


  • Emergency and Accident and Crisis Response responsibilities as required

Key Responsibilities

Operational Excellence

  • Lead the local team to achieve error free operational excellence with particular emphasis on safety management, on time performance, baggage handling and future airport experience

  • Proactively explore ways to excel above published standards, airport policies and procedures

  • Deploy resources productively to maximise efficiency

  • Celebrate and promote ‘Best Practise’

  • Oversee and play an integral role to ensure airport operational continuity

  • Commitment to owning the full spectrum of airport operational issues and resolving them in a pragmatic, commercial and legally compliant manner

  • Undertake any other reasonable task as required

Outstanding Product and Services

  • Inspire the local team to live the ‘Service Straight From The Heart’ principles as an enabler to create genuine connection and memorable experiences for our customers across all points of contact

  • Actively seek opportunities to apply new technologies in the customer experience flow

  • Drive airport lounge experience to the highest level with a customer centric approach

  • Confer recognition on, and earn the loyalty and emotional attachment of, our highest-value customers (front-end and elite Marco Polo members)

Crisis Management Capability and Preparedness

  • Support the Regional Business Resilience Coordinator to develop organisational, supplier and individual capabilities for effectively handling Emergency and Accident (E&A), Irregular Operations (IROPS), and other foreseeable airport contingencies

  • Plan for and manage exercises, reviews, and update all contingency plans and manual backup procedures at least once per annum

  • Implement IROPS plan during significant disruptions and lead the team to mitigate further disruption to the operational plan

  • Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools

Supplier Management

  • Actively manage supplier performance levels as per contract and service level agreements

  • Ensure sub-contracting as per contract and engage the relevant parties when information and changes occur

  • Set clear direction and expectations to suppliers as per corporate requirements

  • Conduct regular (at least monthly) performance review meetings with the suppliers

  • Establish action plans and ensure the plan is being delivered in an efficient manner and keep track of all documentation

Cost Efficiency

  • Plan and manage station budget and airport-related costs with all key stakeholders

  • Seek opportunities to drive down costs by making them controllable

  • Seek revenue opportunities by maximising the utilisation of properties e.g. Lounge

  • Manage budgets and costs effectively without compromising legislation, levels of service or operational performance


Academic qualifications

  • Post-Secondary Diploma / Certificate in an Airport or service-related discipline or equivalent combination of education, training, and experience is required

  • Bachelors and/or Master’s degree in operations management, business administration, airport planning and management or airport operations is desirable

Knowledge, skills, training and experience

  • Excellent command of written and spoken English is mandatory with the local language being an advantage

  • Three years’ airport operational / customer handling experience

  • At least two years’ recent experience in a supervisory / management capacity

  • Up to date knowledge of all regulatory and local legal requirements relating to airport operations and passenger processing

  • Command of the different management processes and their importance as they vary from normal operations to disruption or emergency situations

  • Superior independent working capabilities coupled with good decision-making skills

  • Self-motivated and committed leader who enjoys team work

  • Strong customer service mentality with superior interpersonal skills

  • Effective use of negotiation skills

  • Good analytical/numerical skills and experience of planning, reviewing and managing budgets and costs

  • Ability to interpret and implement global policy to ensure local compliance

  • Ability to think logically and commercially in order to present and justify ideas/findings to a wide variety of audiences that are often culturally diverse

  • High personal presentation as the job-holder is expected to represent the Company at external/internal meetings

  • Proven track record of supplier management in-line with Company policy to involve contract renewal, negotiation, agreeing terms of business, and senior management endorsement

  • Strong computer literacy including Word, Excel and PowerPoint

  • Leads, adapts to and embraces constant change while experiencing tight deadlines

Additional Requirements

  • Must possess a valid state issued driver’s license

  • Must successfully pass all pre-screening clearances, including a background check and pre-employment drug screen upon contingent job offer

  • Obtain and retain necessary credentials and clearances (SIDA and Customs Seal) per local requirements

  • Strong cognitive reasoning and mathematical skills are essential

  • Ability to move equipment up to 50 lbs occasionally

  • Comfortable working outdoors on the tarmac in all weather conditions

  • Must be able to work weekends, nights and holidays, as required based on operational needs

  • Must have the right to live in work in the USA

  • Must comply with the Company’s mandatory COVID-19 Vaccination policy

Background & Security

  • Certain Employees will be required to obtain a Security Identification Display Area, (SIDA) badge provided by the airport authority and maintain good standing to retain their SIDA badge.

  • Employment will require successful completion of a ‘Drug Free Workplace’ test


Cathay Pacific Airways is proud to offer eligible employees competitive Compensation & Benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.

  • Travel Privileges on Cathay Pacific Airways Global Network

  • Extensive well-being programs including health, dental, prescription, vision, virtual doctor visits and flexible spending accounts and employee assistance program benefits to help you stay well.

  • Generous 401K Matching Program

  • Paid Holiday & Vacation

  • LTD & Basic Life Insurance

  • If this position requires a uniform, a uniform allowance will be provided.

Salary Range -

The estimated salary range for this role is $80,504 to $120,6128 per year. Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location.

Personal & Application Information

Cathay Pacific Airways is an Equal Opportunity (EOE) ( and Affirmative Action (AA) ( employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status and other protected status as required by applicable law and will not be discriminated against. Cathay Pacific Airways is an E-Verify participating employer.

If you require assistance or an accommodation in completing any aspect of the application process, please contact the Cathay Americas Recruiting team at: .