Manager, Concessions Operations

• #1 Airport in North America and Indiana Chamber's Best Places to Work!
• Paid Childcare Reimbursements up to $10k/year, per child.
• Paid Tuition Assistance up to $5,250/year
• Generous Medical, Dental, Vision and RX Free Healthcare through
• Marathon Health
• Pet Insurance
• Up to 5% Match Retirement Plan
• Generous Paid Time Off Programs & MORE!

GENERAL SUMMARY

The Manager, Concessions Operations is responsible for managing the operational, administrative and customer service initiatives of the Concessions Program. This role involves implementing a strategy that will meet IND’s customer service and financial sustainability goals.

ESSENTIAL FUNCTIONS

• Provide oversight and direction to direct reports.
• • Coach, counsel, mentor and develop direct reports, including oversight of performance reviews and providing career development planning and opportunities.
  • Empower direct reports to take responsibility for their job and goals, delegate responsibility, and expect regular feedback and accountability.
  • Lead direct reports to regularly exercise the organization’s strategic pillars of Customer Service, Economic Development, Stability & Sustainability, Workforce Development, Community Engagement, and Equity & Opportunity.

• Manage daily operations of the Concessions and Rental Car Programs.
• Maintain relationships with both existing and future concessionaire business partners.
• Implement programs and activations that align to the IAA’s strategic pillars and enhance public value.
• Forecast the Concessions Programs annual expense and revenue budgets.
• Create solicitation documents and outreach and agreements.
• Negotiate business, financial and operational terms with concessionaires.
• Create documents and administers the concession agreement and correspondence process between the Authority and business partners.
• Provide oversight and direction to the Concessions team members.
• Coach, counsel, mentor and develop, inducing overseeing and providing career development planning and opportunities to Coordinator.
• Establish and maintain relationships with local and corporate concessionaire contacts.
• Participate in capital planning and airport master planning initiatives.
• Develop new opportunities to promote customer service enhancements and revenue growth.
• Reviews, analyzes and presents concessions data and sales activity to stakeholders.
• Lead assessment evaluator on risk and opportunity within the Concessions Program as it relates to staffing, financial sustainability and environmental sensitivities.
• Manages the advertising and marketing initiatives of the Concessions Program.
• Develop security and safety policies for the Concessions Program.
• Manages projects and other initiatives delegated by the Director of Concessions and Air Service.
• Develops the concessionaire operating guidelines and provides continual feedback on tenant improvement manual and document implementation.
• Monitors and ensures accurate reporting within the Concessions Program.
• Other Duties as assigned.

MINIMUM REQUIREMENTS

• B. S. in Business, Project Management, Retail, Hospitality, Real Estate, or related field is preferred.
• Eight to ten (8 – 10) years in operations/property management experience in retail/commercial, food service or shopping center industries.
• One to Three (1-3) years of supervisory experience is required.
• Understanding of concession agreements and leases is necessary.
• Must have good negotiating skills and ability.
• Customer service experience with general public and/or business partners/tenants.
• Computer experience using Microsoft programs.
• Excellent written and oral communication skills.
• Proven analytical, negotiating, motivational, and training skills.
• Ability to listen, communicate, exercise good judgment, make informed strategic decisions and carry out assigned tasks.

• Ability to perform all the essential functions of the job outlined above without causing a direct threat to the safety of oneself or others.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this position, the employee is required to walk, sit, use of hands to finger, handle, or feel objects, reach with hands and arms, balance, stop, talk or hear. The employee must occasionally lift and/or move up to 25+ pounds or more. Specific vision abilities required by the position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus. File and store information as needed. Work with varied and detailed materials. Operate a motor vehicle with a valid driver’s license. Use of a computer and other personal assistance devices (tablets or mobile phone) are a must for this position.
• Work Environment: The work environment is balanced at 50% office needs and 50% field needs in multiple work locations (concourse, parking garage, outside). The incumbent in this position is expected to work independently and as part of the team.

Expectation is to be available beyond typical business hours due to the nature of the retail industry. Certain events, such as flight diversions, weather alerts, advertising installs, remodel projects may dictate job duties to extend to nights and weekends.

DIRECT REPORTS

The following positions will report directly to the incumbent of this position:

• Concessions Operations Coordinator
• Customer Experience Specialist