Description

The Waukegan Port District and Waukegan National Airport are seeking qualified candidates to apply for the General Manager of the new Airport-run Fixed Based Operation (FBO) that will commence operations on October 1, 2026 at the Airport. This position is responsible for overseeing all FBO activities to ensure safe and professional operations and exceptional customer service. This position reports directly to the Airport Manager and will manage all FBO-related customer relations, aircraft servicing, ground handling, and high-volume special event planning with a primary focus on delivering “elite level” customer service and proactive issue resolution. Individuals in this position will drive business growth through advanced technical, financial, and marketing expertise while fostering a culture of service that prioritizes personalized and seamless experiences. This position demands strong leadership, organizational skills, and the ability to remain calm and detail-oriented under pressure, ensuring continuous improvement and the highest standards of customer satisfaction at the Waukegan National Airport.

Requirements

PHYSICAL DEMANDS

Mobility to work in a typical office setting, use standard office equipment and to drive a motor vehicle in order to drive on the Airport and attend both on and off-site meetings; vision to read printed materials and a computer screen; and hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

EXAMPLES OF DUTIES 

Plans, organizes, assigns, supervises, reviews and evaluates the work of professional, technical and customer support and field service and maintenance staff at the FBO.
Responsible for the selection of staff, training staff, facilitating their professional development, and administering discipline as required.
Plans and coordinates facility improvement activities at the FBO; confers with any contract design and construction staff in the development of new terminal and hangars as needed.
Works directly with the fuel provider on marketing programs, fuel pricing, fuel inventory and fuel storage facilities/fuel quality control.
Responsible for ensuring a safe operational environment throughout the FBO development and Airport  
Creates and directs outreach and expansion programs for new customer development
Participates in various aviation organizations/associations in the region and nationally.
Attends annual aviation conventions and meetings for marketing and industry trends.
Ensures that all FBO operations and maintenance activities are performed in accordance with federal and state laws and regulations.
Supervises customer service and line service activities through subordinate supervision; directs the provision of information to patrons regarding services and costs.
Contributes to the overall quality of the FBO's service levels by developing and coordinating work teams and by reviewing, recommending and implementing improved policies and procedures.
Prioritizes and allocates available resources; reviews and evaluates program and service delivery.
Resolves customer complaints and disputes; maintains liaison with community groups and others to maximize service delivery.
Provides for 24/7/365 emergency response and responds to such emergencies and directs activities.
Directs the conduct of and personally conducts analytical studies; develops and reviews reports of findings, alternatives and recommendations; directs the maintenance of accurate records and files.
Prepares and directs the preparation of a variety of written correspondence, reports, procedures and other written materials.
Uses standard office equipment, including a computer, in the course of the work; drives a personal, FBO or Airport motor vehicle to attend meetings and visit off-site locations.