Manager, Passenger Accessibility - Aviation

Job description

Position Summary The Manager, Passenger Accessibility, oversees and advances the Airport’s accessibility program in accordance with Title II of the Americans with Disabilities Act of 1990 and applicable Federal Aviation Administration guidance. This role supports ongoing compliance while identifying opportunities to go beyond minimum requirements through inclusive design, innovation, community partnership, and continuous improvement. The Manager ensures accessibility is integrated throughout the entire passenger journey, including facilities, services, communications, digital touchpoints, operational practices, and customer service. This position also leads the development, implementation, and ongoing enhancement of Access PHL, Philadelphia International Airport's enterprise accessibility initiative. The Manager serves as PHL’s subject matter expert and internal accessibility ambassador; oversees accessibility assessments, passenger assistance programs, and complaint response; and partners with airport departments, tenants, airlines, contractors, concessionaires, City agencies, and disability community organizations. The position is responsible for helping establish Access PHL as a visible, trusted, and nationally recognized commitment to an equitable airport experience. Essential Functions Lead the development, launch, implementation, and continuous improvement of Access PHL, establishing priorities, workplans, performance measures, and cross-functional accountability. Coordinate the Airport’s efforts to comply with and carry out its responsibilities under the ADA and other applicable federal, state, and local accessibility requirements. Evaluate the end-to-end passenger journey through an accessibility lens, identifying barriers and opportunities across physical, digital, operational, service, and communication touchpoints. Partner with Planning, Design and Construction, Facilities, Operations, IT, Risk Management, Marketing, Communications, Guest Experience, Commercial, and other Department of Aviation teams to embed accessibility into planning and decision-making. Review new construction, renovations, leased spaces, floor plans, signage, operational changes, programs, and services for accessibility impacts and inclusive design opportunities. Manage programs and services supporting passengers with mobility, hearing, vision, cognitive, sensory, hidden disability, language, and other access needs, including the Hidden Disabilities Lanyard Program. Serve as the primary point of contact for passenger accessibility questions, feedback, grievances, and complaints; ensure timely, empathetic, well-documented responses and appropriate corrective action. Conduct and maintain airport-wide accessibility self-assessments at required intervals; prioritize findings, develop corrective action plans and cost estimates, and track progress through resolution. Continually monitor passenger-facing facilities and services in person to identify accessibility issues, document findings, and coordinate timely corrective action. Work with airlines, tenants, contractors, concessionaires, passenger assistance providers, SEPTA, and other external partners to clarify responsibilities, promote compliance, and resolve accessibility issues across shared spaces and services. Create and support training, education, and awareness initiatives so airport employees, frontline teams, tenants, and partners understand accessibility obligations and disability-inclusive service expectations Advance alternative formats, assistive technologies, accessible digital tools, wayfinding solutions, and other innovations that enable people with disabilities to access and participate in PHL programs, activities, and services. Establish and maintain relationships with disability advocacy organizations, community leaders, passengers, City partners, and industry peers to gather feedback and ensure Access PHL reflects evolving needs and best practices. Develop and facilitate an external accessibility advisory committee or comparable engagement forum to educate partners, gather constructive feedback, and inform program priorities. Partner with Marketing, Communications, and Guest Experience to ensure accessibility information is accurate, easy to understand, current, and consistently communicated across the website, social media, maps, signage, digital displays, pre-arrival materials, and other passenger channels. Ensure required accessibility notices and contact information are visible and accessible to passengers and employees, and ensure PHL’s accessibility website content remains accurate and current. Develop performance measures, dashboards, and recurring reports covering complaints, response and resolution times, assessment findings, corrective actions, training participation, program utilization, passenger feedback, and other indicators of accessibility performance. Use qualitative and quantitative data to identify trends, recommend improvements, and communicate progress and risks to leadership and stakeholders. Research and benchmark accessibility best practices, emerging technology, and inclusive passenger experience programs at peer airports and within the broader travel and hospitality industries. Promote Access PHL through education, benchmarking, conference participation, industry collaboration, and strategic storytelling, in coordination with the appropriate Marketing and Communications teams. Negotiate and mediate on behalf of PHL when grievances or noncompliant conditions arise, working toward practical, timely, and mutually understood resolutions. Coordinate with the City of Philadelphia Office of People with Disabilities, Business Diversity and Inclusion, Language Access, and other City units on relevant initiatives. Serve as an internal ambassador and change leader for accessibility, building organizational awareness, capability, and shared ownership across the airport community. Perform other duties as assigned. Required Competencies, Knowledge, Skills, and Abilities Knowledge of: • ADA requirements, accessibility standards, inclusive design principles, and disability rights frameworks. • Passenger accessibility and assistance best practices across physical, digital, communication, and service environments. • Airport operations, tenant and airline roles, and the distinction between airport, airline, contractor, and concessionaire responsibilities. • Accessibility assessment, complaint management, corrective action planning, risk management, and documentation practices. • Hidden disability programs, inclusive communication methods, alternative formats, assistive technologies, and emerging accessibility innovations. • Program development, performance measurement, community engagement, and organizational change management. Skills in: • Leading complex, cross-functional programs from strategy through implementation and continuous improvement. • Communicating with empathy, clarity, professionalism, and discretion when supporting passengers and community members. • Influencing departments, agencies, tenants, contractors, and partners without relying on direct authority. • Reviewing facilities, plans, policies, services, communications, and digital experiences for accessibility and inclusive design. • Facilitating stakeholder meetings, advisory groups, training, negotiation, mediation, and issue resolution. • Analyzing qualitative and quantitative information, identifying trends, and translating findings into actionable recommendations. • Developing dashboards, reports, presentations, workplans, and executive-level updates. Abilities to: • Champion accessibility as both a civil rights obligation and an essential component of an exceptional guest experience. • Build trusted relationships with people with disabilities, advocacy organizations, airport partners, and City stakeholders. • Interpret and apply regulatory requirements to complex, real-world airport environments. • Balance compliance, passenger needs, operational realities, and long-term strategic goals. • Work independently, exercise sound judgment, and manage multiple priorities in a fast-paced, highly visible environment. • Handle sensitive passenger concerns and organizational issues with patience, discretion, and accountability. Bachelor’s degree in accessibility studies, disability studies, public administration, urban planning, architecture, aviation management, business administration, transportation, hospitality, customer experience, or a related field. Three to five years of progressively responsible experience in ADA compliance, accessibility strategy or services, disability inclusion, inclusive design, customer or guest experience, transportation, public administration, or a related field. Demonstrated experience leading cross-functional initiatives, building stakeholder relationships, managing complex issues, and translating regulatory or technical requirements into practical improvements. Preferred qualifications include experience developing or scaling an accessibility program; conducting accessibility audits or self-assessments; using data and performance measures to guide improvements; working in aviation, transportation, hospitality, or another complex public-facing environment; and partnering directly with disability communities or advocacy organizations. We value diverse experiences and are open to flexible qualifications. Candidates who are passionate about advancing accessible and inclusive passenger experiences and meet many of the key criteria are encouraged to apply. RESIDENCY New hires must establish and maintain residency in the city of Philadelphia within 6 months of appointment. Current City of Philadelphia employees must maintain residency in the City of Philadelphia while employed in this position. SECURITY REQUIREMENTS Obtainment of a Security Badge is a condition of employment. Must pass and maintain SIDA (Security Identification Display Area) and STA (Security Threat Assessment) clearance at the time of appointment and during tenure of employment. The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to . For more information, go to: Human Relations Website: TO APPLY: Interested candidates must submit a resume. Salary Range: $95,000 - $115,000 Discover the Perks of Being a City of Philadelphia Employee: Transportation : City employees get unlimited FREE public transportation all year long through SEPTA’s Key Advantage program. Employees can ride on SEPTA buses, subways, trolleys, and regional rail for their daily commute and more. Parental Benefits: The City offers its employees 8 weeks of paid parental leave. We offer Comprehensive health coverage for employees and their eligible dependents. Our wellness program offers eligibility into the discounted medical plan Employees receive paid vacation, sick leave, and holidays Generous retirement savings options are available Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness. Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too! Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth! *The successful candidate must be a city of Philadelphia resident within six months of hire Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated. The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to . For more information, go to: Human Relations Website: A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact. As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here. What we offer Impact - The work you do here matters to millions. Growth - Philadelphia is growing, why not grow with it? Diversity & Inclusion - Find a career in a place where everyone belongs. Benefits - We care about your well-being. Agency Description The Philadelphia International Airport is the only major airport serving the 9th largest metropolitan area in the United States. It is one of the busiest airports in the country, serving more than 30 million passengers annually. Twenty-seven airlines, including all domestic carriers, offer nearly 323 daily departures to more than 120 destinations worldwide. The airport generates $16.8 billion to the economy and accounts for 106,000 full time jobs. The Northeast Philadelphia airport is situated on 1150 acres in the northeast part of the City of Philadelphia, PNE is Pennsylvania’s third busiest airport, providing “on call” US Customs, Immigrations and United States Department of Agriculture services to corporate international travel. The Airport averages 215-based aircraft, dominated by single engine aircraft, plus twins, jets, turboprops and helicopters.