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Senior Airport Lead

  • ASD - Airport Services Delivery
  • Boston, Massachusetts, USA
  • Cathay Pacific
  • Application Deadline
    29 Sep 2023
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 Airways is looking for a Senior Airport Lead to join the Boston Airport team in a non-exempt capacity. The successful candidate will oversee and supervise the daily assigned team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security standards. They will deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.

Please note this is a 4-month  contract position with tentative  start date of November 9, 2023.


Represent Cathay interests in the Airport Community

  • Support the Airport Operations Manager to work with external parties 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 (i.e. AOC)
  • Protect the Company’s reputation


  • Emergency and Accident and Crisis Response responsibilities as required
Key Responsibilities

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

Operational Excellence

  • Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error free
  • Help to implement innovative ideas and strive to do things differently and better in all aspects of airport operations
  • Assist in ensuring and maintaining operational and productivity performance conformance to standards
  • Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as required
  • Conduct flight briefings as required
  • Willing to take up extra responsibilities (e.g. projects) and work shift duties
  • Undertake any other reasonable task as required

Outstanding Product and Services

  • Ensure people and team are up-to-date with the latest product knowledge and support the team to effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points
  • Support the team to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contact
  • Support the use of new technologies in the provision of customer service
  • Give recognition to our highest-value customers (front-end and elite Marco polo members)

Crisis Management capability and preparedness

  • Familiarity with all contingency plans and manual fall-back procedures to meet the required standards
  • Effectively manage flight disruptions and irregularities and support airport management as required
  • Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools

People and team

  • Motivate and inspire the frontline team (suppliers included) to enable supportive and collaborative teamwork
  • Support the on-boarding process and probation of new hires (suppliers included)
  • Support and encourage the team (suppliers included) to learn and develop through role modelling, mentoring or on-the-job coaching
  • Support the team to adopt new challenges and changes
  • Monitor and review day-to-day team and/or individual team member performance (suppliers included) and raise suggestions for improvement

Supplier Management

  • Assist in monitoring and conducting regular performance review meetings with suppliers
  • Support the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records

Cost efficiency and productivity

  • Monitor team daily productivity and flexibility in resource deployment
  • Support the Airport Operations Manager to drive down costs in daily operation
  • Support station administration duties

Academic qualifications

  • Completion of High School / GED or equivalent combination of education, training, and experience is required
  • A Diploma qualification in an Airport or service-related discipline is desirable

Knowledge, skills, training and experience

  • Strong command of written and spoken English is mandatory with the local language being an advantage
  • At least 3 years solid Customer Service experience, preferably in airlines or airport services
  • Ability to work independently with good decision-making skills
  • Self-motivated and committed leader who enjoys teamwork
  • Very strong customer service mentality with strong interpersonal skills
  • Sound technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)
  • Thorough understanding of Company policies and international regulatory procedures and all required local regulatory matters
  • Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
  • Adapts to and embraces constant change

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
  • Ability to move equipment up to 50 lbs occasionally
  • Strong cognitive reasoning skills and the ability to and embraces constant change
  • Ability to work diligently in a fast-paced environment and under tight timelines
  • Comfortable working outdoors on the tarmac in all weather conditions
  • Must be able to work a variety of shifts including days, weekends, nights, holidays, and overtime, 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 ‘Background Check’ and ‘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.
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: jobs@cathaypacific.com


Apply now