Basic Purpose:

The General Manager (GM) of the Fixed Base Operator (FBO) oversees the day-to-day operations, strategic growth, and financial performance of the facility. This role is responsible for managing a team to deliver exceptional customer service to aviation clients, ensuring operational excellence, and maintaining compliance with all safety, regulatory, and quality standards. The GM serves as the primary liaison between clients, airport management, vendors, and internal stakeholders.

Key Responsibilities:

Operations Management:

·         Oversee all ground handling operations, including fueling, hangar management, and customer services.

·         Ensure smooth and efficient day-to-day FBO operations while maintaining high standards of safety, quality, and service.

·         Ensure smooth and efficient operation partnership with contracted airline(s) above and below service(s).

·         Develop and implement standard operating procedures (SOPs) for all operational activities.

·         Monitor aircraft movements, scheduling, and ramp operations to optimize service delivery.

Financial and Business Management:

·         Develop and manage budgets, forecasts, and financial reporting to meet or exceed profitability targets.

·         Identify and pursue revenue growth opportunities, including hangar rentals, fuel sales, and ancillary services.

·         Monitor financial performance, oversee all financial transactions, control expenses, and maintain an efficient cost structure.

·         Oversee contracts and negotiations with vendors, suppliers, and customers.

Customer Service Excellence:

·         Drive a culture of exceptional customer service, ensuring clients receive a world-class experience.

·         Respond promptly and professionally to client inquiries, concerns, or feedback.

·         Foster strong relationships with corporate aviation, charter operators, private pilots, and other key stakeholders.

Team Leadership and Development:

·         Recruit, train, and manage a high-performing team, including Line Service personnel and Customer Service Representatives (CSRs).

·         Foster a positive work culture emphasizing teamwork, accountability, and professional development.

·         Conduct performance evaluations, set goals, and provide mentoring and coaching to team members.

Compliance and Safety:

·         Knowledge of FAA, TSA, and State rules and regulations affecting airport operations.

·         Ensure compliance with all FAA and airport regulations and standards.

·         Oversee fuel quality control and adherence to safety protocols.

·         Promote a robust safety culture by implementing and managing safety management systems (SMS).

·         Ensure compliance with ATA 103.

·         Maintain accurate records and documentation for audits and inspections.

Strategic Planning and Growth:

·         Develop and implement a strategic business plan to drive long-term growth and market share.

·         Identify opportunities for expansion, partnerships, and service enhancements.

·         Build strong relationships with key stakeholders and regulatory bodies.

·         Manage and build a strong social media presence to enhance brand visibility and engagement.

·         Attend monthly Board meetings, providing strategic updates and key operational insights.

Required Skills/Abilities:

·         Ability to display and maintain self-motivation, positive attitude and work ethic while working with a team, setting an example for excellence.

·         Ability to handle stressful situations and high-profile clientele with poise, effectiveness, confidentiality, and professionalism with a sense of cultural awareness and sensitivity.

·         Ability to resolve conflict and de-escalate situations with professionalism and a full understanding of all facts and perspectives in order to build a cohesive team.

·         Ability to clearly and accurately communicate in English with pilots and customer service.

·         Ability to read, understand and follow all relevant policies, safety and ethical procedures, laws and regulations.  Ability to utilize phonetic alphabet, learn and improve skill set.

·         Ability to effectively work, make decisions, and communicate in a variety of emergency situations.

·         Ability to detect phishing attempts and avoid attempts by other to infiltrate the company computer network through practicing safe computer use and complying with company IT policies.

Education, Experience and Eligibility Qualifications:

·         Minimum of Bachelor’s degree from an accredited college or university with a major in Business Administration, Aviation Management, or a related field.

·         Extensive experience managing business processes and projects.

·         Minimum of 5-7 years of management experience in FBO operations, general aviation, or airport services (or equivalent experience).

·         Experience in commercial service and charter aircraft operations.

·         Proven leadership and team management skills.

·         Strong understanding of aviation operations, fueling procedures, and regulatory compliance.

·         Financial acumen with experience managing budgets, forecasts, and profitability metrics.

·         Excellent customer service orientation and communication skills.

·         Ability to develop and maintain strong relationships with clients, vendors, and airport authorities.

·         Proficiency in Microsoft Office Suite and FBO management systems/software.

·         Valid PA driver’s license (within 30 days); ability to pass background checks and drug screenings.

Physical Requirements:

·         Ability to work in an outdoor environment and be exposed to weather elements, noise, and fuel odors.

·         Capable of lifting up to 50 pounds and standing for extended periods.

·         Capable of kneeling, pulling, tugging, crouching, reaching, repetitive motion, stooping crawling, climbing.

·         Ability to see and hear detailed information and respond appropriately.

·         Flexibility to work weekends, holidays, and respond to operational needs outside regular hours.

·         Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Characteristics:

·         Position is a full-time, management, salary position.

·         Regular and reliable in-person and timely attendance.

This job description is a general outline of the duties to be performed and is not to be misconstrued as encompassing all duties performed within the position.

The Airport Authority does not discriminate against any applicant or an Employee on the basis of race, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, disability, political affiliation, personal appearance, family responsibilities, or any other characteristic protected under federal, state, or local law.  This Equal Opportunity policy applies to all aspects of employment, including but not limited to recruitment, hiring, job assignments, promotions, working conditions, scheduling, wage and salary administration, benefits, disciplinary actions, termination, and any social, educational, and recreational programs sponsored by the Airport Authority.