Operations Manager

Marketplace PHL is seeking a dynamic and results-driven Senior Operations Manager to support and elevate our award-winning concessions program at Philadelphia International Airport. This role is instrumental in ensuring that our food, beverage, and retail offerings deliver a best-in-class experience for millions of travelers each year.

The Operations Manager partners closely with merchants, stakeholders, and service providers to drive operational excellence, uphold brand standards, and create an environment where local and national concepts thrive. This position plays a key role in fostering strong relationships, maintaining high-quality standards, and ensuring our program reflects the vibrancy and diversity of Philadelphia.

What You’ll Do

• Serve as a trusted partner and primary point of contact for concessionaires, building strong, collaborative relationships.
• Support merchant success by addressing operational needs, resolving concerns, and driving continuous improvement.
• Maintain open, proactive communication and ensure timely follow-up on all merchant inquiries and issues.
• Conduct regular walkthroughs to ensure exceptional standards of cleanliness, service, presentation, and brand execution.
• Partner with merchants to enhance service delivery and exceed customer expectations.
• Oversee the condition and functionality of concession spaces to ensure safe, clean, and high-performing environments.
• Respond to operational and maintenance issues with urgency, minimizing impact to merchant operations and the guest experience.
• Manage third-party service providers, ensuring accountability, quality, and timely completion of work.

Compliance & Safety Standards

• Conduct routine and monthly inspections to ensure all locations meet Marketplace PHL standards, airport regulations, and health and safety requirements.
• Monitor merchant compliance with lease obligations, operational policies, and regulatory standards.
• Prepare detailed inspection reports and partner with merchants on corrective action plans.
• Support Risk Management initiatives and actively contribute to safety and compliance efforts.

Manage Contracts & Operational Resources

• Assist in the management of budgets related to facilities, maintenance, and contract services.
• Oversee service providers, including scheduling, performance management, and invoice approval.
• Ensure cost-effective delivery of services while maintaining high standards of quality.

Respond & Lead in a 24/7 Environment

• Participate in an on-call rotation to support continuous airport operations.
• Respond to real-time operational challenges, emergencies, and service disruptions with professionalism and urgency.
• Act as a key decision-maker to maintain continuity and minimize impact on our merchants.

What You Bring

• 5+ years of experience in concessions, food & beverage operations, airport operations, or high-volume hospitality environments
• Proven ability to manage tenant relationships and deliver results in a fast-paced, multi-stakeholder setting
• Strong operational, facilities, and vendor management expertise
• Excellent communication, leadership, and problem-solving skills
• Hands-on mindset with the ability to manage both strategic initiatives and day-to-day operational details
• Flexibility to work nights, weekends, holidays, and participate in an on-call rotation

Job Type: Full-time

Pay: $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Operations management: 5 years (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person