Airport Operations Specialist, Integrated

The Airport Operations Specialist is responsible for ensuring operational excellence across various touchpoints within the terminals. This role coordinates communications, resource management, and customer experience efforts to maintain a safe, efficient, and customer-friendly airport environment. The role involves real-time operational planning, incident management, and stakeholder engagement to align with Melbourne Airport's vision.

Key deliverables include maintaining terminal standards, facilitating smooth traveller experiences, and supporting emergency and operational responses.

Melbourne Airport is at the forefront of a dynamic expansion, poised to support the city's ascent to become Australia’s largest city within the next decade. As we soar towards new heights, we're embarking on ambitious projects, including the development of a third runway, state-of-the-art terminals and major business park projects creating unparalleled opportunities for growth and innovation. Join us in shaping the future of aviation as we propel Melbourne Airport towards becoming Australia's favourite Airport destination.

**Key responsibilities**:
The role's duties and accountabilities include, but are not limited to:
**Operational Resource Management**:

- _ Asset Allocation: _Manage airport assets like aircraft parking, baggage carousels, and check-in counters for optimal use and mínimal disruptions.
- _ Plan Modification:_ Adjust operational plans in real-time for off-schedule aircraft to minimise traveller impacts.
- _ Record Maintenance:_ Document asset impacts such as faults or incidents in relevant systems.
- _ Service Provider Alignment: _Ensure key service providers' objectives align with targeted outcomes for better operational efficiency.

**Communications**:

- _ Information Dissemination: _Central communication point for stakeholders, ensuring accurate and timely information during normal operations and emergencies.
- _ System Management: _Maintain communication systems including D365, CCTV, and SMS.
- _ Public Interaction: _Make passenger announcements, handle after-hours calls, and convey information clearly.
- _ Consultation: _Collaborate with the Airport Duty Manager and senior staff on complex matters.

**Customer Experience and Facilitation**:

- _ Compliance and Standards:_ Ensure compliance with airport standards by airlines and ground handlers, addressing deviations promptly.
- _ Stakeholder Engagement: _Primary contact for airline and ground handler escalations, fostering positive relationships through proactive communication.
- _ Service Level Monitoring:_ Monitor and maintain high service levels across the passenger journey.
- _ Incident Response: _Manage service failures, ensuring timely resolution and mínimal impact on passengers.

**Reporting & Situational Awareness**:

- _ Data Recording:_ Accurately record operational data and incident details in the Airport Management System.
- _ Reporting: _Compile and distribute daily operational reports.
- _ Situational Awareness: _Maintain situational awareness and facilitate outbound messaging on safety and operational matters.

**Consequence Assessment and Escalation**:

- _ Emergency Response:_ Act as Deputy Chief Fire Warden, responding to fire alarms and other emergencies.
- I_ncident Management: _Handle incidents involving medical emergencies, security threats, and other hazards.
- _ Escalation:_ Escalate significant issues to the Airport Duty Manager and follow the Consequence Assessment Guide.
- Experience in airport operations or a similar environment, typically 5+ years.
- Relevant qualifications in Aviation, Airport Management, or a related field advantageous
- Strong communication, coordination, and problem-solving skills.
- High-level skills in customer/passenger experience.
- Familiarity with Microsoft suite of programs and airport management systems
- Ability to manage high-pressure situations and make quick, effective decisions.
- Background in supporting continuous improvement and business improvement initiatives

**About the Company**:
Melbourne Airport (Australia Pacific Airports Corporation) is proud to be one of Australia's premier transport hubs and Victoria's gateway to the world, connecting us to the global marketplace. We are committed to _creating connections that matter_ and enhancing the traveller experience across every aspect of our organisation to deliver our vision of becoming_ Australia's favourite Airport destination_. Currently, in an exciting phase of change, we are delivering rewarding career opportunities, making Melbourne Airport a dynamic and fast-paced place to work for our people.

APAC is a majority Australian-owned private company that also operates Launceston Airport, the tourism gateway to Tasmania and an industry multi-award-winning airport.

**Culture and Values**:
By joining the team at Melbourne Airport, you will work within a friendly, high-performance culture with a focus on our people and their devel