Manager, Baggage Operations – London LHR

Overview

As Manager, Baggage Operations at Heathrow, you lead baggage performance and drive operational excellence. You guide cross-functional teams of operational leaders, optimize baggage handling, and coordinate with vendors and partners to meet and exceed targets. You analyze data to identify risks and opportunities and oversee reporting to inform leadership decisions. This role shapes customer experience through end-to-end baggage performance and continuous improvement in a global airline environment.

Responsibilities

• Lead and develop a team of operational leaders for baggage operations
• Coach, manage performance, and develop team members
• Drive baggage performance at Heathrow to meet/exceed goals
• Evaluate and implement process improvements for efficiency
• Monitor trends and mitigate failures to improve customer outcomes
• Oversee baggage performance reporting (MBRs) and communicate insights
• Manage relationships with airport service providers, vendors, and partners
• Lead cross-functional baggage performance teams with internal and external stakeholders
• Oversee baggage-related technologies and support adoption of new solutions

Key requirements

• Bachelor’s degree in Business, Aviation Management, Operations Management, or related field (or equivalent)
• Experience in airport/ baggage/ airline operations or related aviation field
• Prior leadership experience managing teams and performance
• Strong analytical and problem-solving skills with data interpretation
• Proficiency with Microsoft Office Suite, including advanced Excel
• Ability to work flexible schedules (weekends, holidays, peak periods)
• Ability to obtain/maintain HAL Airside Pass
• GSAT training completion or willingness to complete

• leadership and people development
• strong communication and influencing skills
• collaboration across departments and partners
• data analysis and performance management
• process improvement methodologies
• baggage handling systems knowledge

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