About the role
Our mission is simple and ambitious: happy passengers, travelling safely and on time. In this high-impact leadership role, you will shape how that mission is delivered every day—setting the standard for an outstanding terminal experience and creating smarter, more innovative ways for millions of passengers to journey through Edinburgh Airport.
Reporting to the Head of Terminal Operations, you will lead the terminal and passenger services operation, combining visible operational leadership with strategic influence. You will inspire high-performing teams, champion exceptional service and ensure a safe, resilient and efficient airport environment.
You will have end-to-end accountability for Service Delivery, Passenger Operations and Airport Service Agents, ensuring the passenger journey is safe, seamless and responsive in both normal operations and times of disruption. You will also set clear expectations for critical service partners delivering accessibility assistance, cleaning, trolleys and wider terminal support.
Beyond day-to-day performance, you will shape the medium- and long-term direction of terminal operations. Working across the airport and with external partners, you will turn insight into action—improving operational flow, accessibility, wayfinding, service quality and commercial opportunity while influencing major projects and future airport development. You can learn more about Our Future here.
This role will work predominantly on site, Monday – Friday however there will be a requirement of on-call working and response in times of any incidents.
You can find out more about the team here
About the Recruitment Process
The recruitment process for this role will be comprised of 2 stages. The first stage will be a Teams call with our Head of Terminal Operations and a member of our operational team, to discuss your background, experience and interest in the role. For successful candidates, the second stage interview will be in person, with a task or presentation to be confirmed upon invite to interview, followed with some values and competency based questions. Please note, this is a shortened job description for advertising purposes, and the full job description will be shared with candidates who are selected for interview or upon request.
Please note, depending on the volume of applications, the recruitment process for this role may change. Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest.
We are committed to supporting diverse ways of thinking and working, so if you require adjustments in the recruitment process, please let us know on your application. You can find out more about our interview process here.
What you'll be doing
- Inspirational team leadership: Empower and manage a high-performing team while driving an inclusive culture and overseeing delivery from key operational partners.
- Passenger experience and airline partnership: Manage the end-to-end terminal experience by collaborating with airlines to remove friction and ensure service-level commitments are met.
- Accessibility leadership: Champion an inclusive airport experience by utilising passenger data to continually improve services for customers with reduced mobility and additional needs.
- Safety, resilience and incident command: Maintain uncompromising safety standards by leading emergency preparedness, response, and post-incident investigations.
- Passenger services and partner performance: Manage the performance of terminal facilities and services by holding third-party providers accountable to defined KPIs and quality standards.
- Wayfinding and passenger flow: Evolve the airport’s wayfinding strategy by combining signage, digital information, and operational flow to create more intuitive passenger journeys.
- Disruption and passenger welfare: Lead a coordinated, cross-partner response during disruptions to provide passengers with essential support and welfare in compliance with UK regulations.
- Transformation and project leadership: Serve as the subject-matter expert for operational change initiatives, influencing stakeholders to ensure projects are ready for implementation.
- Arrivals and UK Border Force performance: Partner with immigration and customs agencies to optimize arrivals operations, ensuring both capacity and service quality are protected.
- Premium services and commercial growth: Develop and refine premium offerings - such as VIP and concierge services - in collaboration with commercial teams to drive revenue and quality.
- Executive influence and performance reporting: Act as the authoritative voice for terminal operations by delivering data-driven insights and strategic recommendations to senior leadership.
- Insight-led problem solving: Utilise frontline data and cross-functional expertise to proactively resolve complex challenges and drive sustainable operational improvements.