OverviewThe Director, Passenger Mobility Risk, is responsible for leading the development and execution of strategies that reduce passenger mobility-related incidents resulting in less litigation exposure, operational incidents, associated financial exposure & possible adverse reputational impact across the Americas region
Reporting directly to the SVP, Risk Americas, this role serves as the enterprise leader for wheelchair-related risk management, accessibility compliance, mobility aid protection, prevention and operational risk mitigation. The Director will work collaboratively with Operations, Safety, Legal & Insurance Commercial, Human Resources, airline customers, and station leadership teams to identify emerging risks, implement preventative controls, improve service and drive measurable reductions in claim frequency and severity.
The role combines risk management, operational oversight, regulatory compliance, analytics, training, and continuous improvement to establish industry-leading practices that protect passengers, employees, airline customers, and the organization.
Key Responsibilities: Claims & Risk Reduction Strategy
- Develop and execute the Americas strategy for reducing wheelchair, accessibility, and passenger mobility-related
- Identify emerging risks and implement mitigation strategies designed to reduce frequency and severity of incidents.
- Identify emerging risks and implement mitigation strategies designed to reduce frequency and severity of incidents.
- Establish preventative controls and corrective action programs for high-risk locations.
- Monitor effectiveness of mitigation initiatives and drive continuous improvement.
Passenger Mobility Risk Governance
- Serve as the enterprise subject matter expert for passenger mobility-related risk.
- Develop governance frameworks, standards, policies, and controls supporting safe and compliant passenger assistance operations.
- Facilitate risk assessments focused on wheelchair services, passenger transfers, mobility aid handling, and accessibility operations.
- Partner with regional and station leadership teams to ensure consistent execution of established standards.
Accessibility & Regulatory Compliance
- Provide leadership and oversight related to accessibility compliance and mobility assistance requirements.
- Monitor regulatory developments, industry best practices, and customer expectations.
- Support internal reviews, customer audits, regulatory inquiries, and investigations into incidents and events related to passenger mobility transport and handling.
- Drive corrective actions related to accessibility complaints, service failures, and operational deficiencies.
Operational Excellence & Performance Improvement
- Partner with Operations teams to improve performance across all passenger mobility services.
- Develop operational standards and best practices that improve service delivery, efficiency, and consistency.
- Facilitate and lead station audits and reviews focused on risk reduction and service quality.
Mobility Aid Protection & Damage Prevention
- Establish enterprise standards governing the handling, transport, storage, tracking, and protection of passenger-owned mobility devices.
- Drive programs that improve accountability and reduce mobility aid damage incidents.
- Implement controls and reporting mechanisms that strengthen chain-of-custody management.
- Partner with airline customers to improve mobility aid handling processes and service outcomes.
Technology, Analytics & Reporting
- Develop and maintain executive dashboards and reporting tools related to mobility-related risk and claims performance.
- Utilize data analytics to identify trends, performance gaps, operational exposures, and improvement opportunities.
- Support implementation of technology solutions that enhance dispatching, tracking, reporting, and operational visibility.
- Present regular performance updates to executive leadership and key stakeholders.
Training & Culture
- Partner with Learning & Development and Operations to establish best-in-class training and certification programs.
- Promote a culture focused on safety, accountability, dignity, and exceptional customer service.
- Support operational leaders through coaching, training, and implementation of risk reduction initiatives.
- Ensure front line teams understand expectations related to accessibility, passenger care and mobility assistance
- Promote a culture that balances passenger dignity, accessibility, customer service, and operational safety.
Customer & Airline Engagement
- Serve as a strategic partner to airline customers regarding wheelchair services, accessibility programs, and passenger mobility performance.
- Participate in customer governance meetings and operational reviews.
- Support commercial teams in discussions related to accessibility services and service level expectations.
- Help strengthen customer relationship through measurable performance improvement and risk reduction.
Safety, Security and Compliance All employees have a responsibility and duty whilst at work to:
- Take reasonable care for the health and safety of themselves and of others who may be affected by their actions or omissions whilst at work.
- Fully versed in International Aviation Safety and Security standards and passionate about promoting them within the organization.
- Co-operate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
- Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, safety, or welfare reasons.
- Inform their manager / supervisor of any work situation, equipment or activity that represents a serious or immediate danger to health and safety.
- Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in this manual.
- Carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures.
- Fully understand the company health and safety policy.
- Attend training courses as may be arranged by the Company.
Qualifications and ExperienceRequired:
- Bachelor's degree in business, Aviation Management, Disability studies, Healthcare Administration, Human Services, Risk Management, Safety, Operations, or related field
- Minimum 10 years of leadership experience within aviation, airline operations, airport services, ground handling, accessibility services, safety, risk management, or a related discipline.
- Strong Knowledge of ACAA, ADA, DOT, country aviation regulator and other local, state or international regulations as it relates to aviation passenger mobility and accessibility.
- Demonstrated experience leading large-scale operational improvement and risk reduction initiatives.
- Strong analytical, financial, and problem-solving capabilities.
- Experience working across multiple operational locations and stakeholder groups.
- Excellent executive communication and presentation skills.
- Ability to travel extensively throughout the Americas.
Preferred
- Experience managing accessibility, wheelchair, PRM (Passengers with Reduced Mobility), or special assistance operations.
- Experience in risk mitigation, safety leadership, or liability reduction programs.
- Lean Six Sigma, Continuous Improvement, or related certification.
- Experience implementing operational technology platforms, dashboards, and performance management systems.
Working ConditionsThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Frequent participation in virtual and in-person meetings with employees, airline customers, airport authorities, disability advocacy organizations, and regulatory agencies.
- Significant independent work involving policy development, training design, data analysis, report preparation, and program management.
- Travel required up to 50% of the time, including frequent domestic and occasional international travel.
- Regular visits to airport operational environments, including terminals, passenger service areas, aircraft gates, baggage claim areas, and ramp-adjacent locations.
- Work may occasionally require flexible hours, including early mornings, evenings, weekends, and holidays to accommodate operational assessments, audits, investigations, training activities, or stakeholder meetings.
- Exposure to busy airport environments with varying levels of noise, congestion, weather conditions, and operational activity.
- Ability to respond to accessibility, safety, regulatory, or operational issues as needed.
Physical Requirements- Ability to remain stationary for extended periods while working on a computer, participating in meetings, or completing administrative tasks.
- Ability to travel extensively by commercial aircraft and other forms of transportation.
- Ability to independently navigate and travel throughout airport terminals, office facilities, operational environments, hotels, office buildings.
- Ability to stand or remain present in operational environments for extended periods while conducting audits, inspections, observations, training sessions, or operational assessments.
- Ability to occasionally lift, carry, push, or pull materials weighing up to 20 pounds, such as luggage, training materials, laptops, presentation equipment, or audit supplies.
- Ability to visually observe operations, identify potential hazards, review documentation, and assess employee performance in dynamic operational environments.
