About The Role
Shape The Passenger Experience at London Heathrow Airport at Cobalt, we don’t just move passengers — we shape their journey at one of the world’s busiest and most complex airports. We are now looking for an outstanding Passenger Services Manager to lead a large‑scale, high‑profile operation at Heathrow Airport, where safety, service and performance truly matter, minute by minute.
This is a pivotal, senior leadership role for a commercially astute operational professional who thrives in fast‑paced environments, inspires large frontline teams, and builds trusted partnerships with major airline customers.
About The Opportunity You will take full responsibility for a c.300‑strong Passenger Services colleagues, supported by a team of Shift Leads, delivering consistently safe, efficient and high‑quality services to our airline partners.
As the senior leader on the ground, you’ll balance service excellence, contractual delivery and commercial performance, while shaping culture, developing future leaders and continuously improving how we operate.
This role is based at London Heathrow Airport and reports directly to the Head of Operations.
What You’ll Be Doing
1. Leading and inspiring a large, diverse frontline workforce across Heathrow
2. Building a strong, accountable leadership culture through your Shift Leads
3. Acting as the senior operational interface for airline customers
4. Driving performance against SLAs while protecting quality and cost control
5. Taking end‑to‑end accountability for safety, compliance and service delivery
6. Embedding a continuous improvement mindset across the operation
7. Owning departmental budgets, resourcing models and labour efficiency
8. Developing future leaders through coaching and structured development
9. Maintaining effective relationships with employees and trade unions
What Success Looks Like
10. Trusted, credible relationships with airline partners
11. A confident, engaged leadership team running a stable operation
12. Tangible improvements in service quality, efficiency and customer satisfaction
13. A safe, compliant operation with a strong improvement culture
About You
You’ll be an experienced operational leader with:
14. Senior leadership experience in aviation, ground handling or complex service environments
15. A proven track record of leading large, multi‑layered teams
16. Strong commercial and financial acumen
17. Experience operating confidently in a unionised environment
18. The presence, resilience and judgement to lead at scale and pace
Why Join Cobalt?
19. A senior, visible leadership role at London Heathrow Airport
20. Real scope to influence strategy, performance and customer relationships
21. The opportunity to lead at scale in a high‑impact operational environment
22. A business that values safety, people and continuous improvement