Senior Operations Manager, Passenger Services

Overview

Who we are

The real world is the next frontier, and at Metropolis, we are creating the artificial intelligence to make it responsive. We are pioneering the Recognition Economy — a future where mundane repetition disappears and being known unlocks access, comfort, and belonging everywhere you go. From transforming parking into a seamless drive-in, drive-out experience for millions of Members to expanding our intelligence layer across retail and hospitality, we are building a world that feels instinctive and magical. The future isn't coming; it's here, and we need builders, innovators, and problem solvers to help us create it.

Responsibilities

Who you are

Metropolis is seeking a Senior Operations Manager, Passenger Services to join our Commercial Group and serve as the ultimate custodian of operational excellence, regulatory compliance, and regional corporate client relationships. Reporting directly to the SVP, Commercial Group, you will bridge the gap between high-level corporate strategy and ground-level execution across 20+ regional locations. You are a strategic, highly operational leader who thrives in dynamic environments, ensuring seamless passenger experiences, enforcing standard operating procedures, and driving key corporate partnerships forward.

What you’ll do

• Drive operational excellence, consistency, and service quality across 20+ regional passenger service locations
• Guarantee absolute alignment with Metropolis SOPs through regular location audits to maintain a uniform brand experience
• Monitor, analyze, and report regional KPIs, including labor management, customer satisfaction, and incident rates, directly to the SVP
• Ensure regional operations strictly adhere to local, state, and federal TSA and safety regulations
• Proactively identify compliance gaps and implement swift corrective actions to mitigate operational risk
• Oversee the implementation of robust field team training programs focused on safety, TSA compliance, customer service, and operational protocols
• Serve as the primary, senior-level point of contact for all corporate clients within the designated region
• Partner with the broader Commercial team to ensure high client retention, resolve escalated issues, and identify opportunities to improve service levels
• Ensure all regional operations consistently meet or exceed contracted SLAs negotiated with corporate accounts

Qualifications

What we’re looking for

• 3+ years of experience in operations management, passenger services, hospitality, or aviation, with at least 2 years in a multi-site leadership role overseeing 15+ locations
• Bachelor’s degree in Business Administration, Hospitality Management, Logistics, or a related field
• Proven track record of managing strict regulatory, safety, and TSA compliance frameworks
• Strong commercial acumen with demonstrated experience managing high-value corporate client relationships
• Exceptional leadership and people-management skills with a proven ability to lead, motivate, and develop remote or geographically dispersed teams
• Ability to travel frequently across the region to conduct site visits and audit locations
• Experience leveraging AI tools to transform static workflows into responsive, high-output processes
• A valid state driver’s license, current address, and acceptable driving record.  

While not required, these are a plus

• Master’s degree or MBA

Metropolis Technologies is an equal opportunity employer. We make all hiring decisions based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, disability, veteran status, or any other protected characteristic under federal, state, or local law.

SP+, a Metropolis Company, may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting. 

As part of this process, SP+ retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records. 

If you are an applicant to a New York City job posting and wish to request an alternative selection process accommodation or have questions about our data retention policy, please contact Recruiting@metropolis.io. We are here to assist you. 

Salary Range:  $90,000-$120,000 per year

Benefits:  Eligible employees will participate in the various benefits plans including medical, dental, vision,  flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k and paid time off.

Application Deadline: 10/09/2026

(The application deadline referenced above reflects the estimated closing date for this role).

Location