Manager, Passenger Accessibility - Aviation

Manager, Passenger Accessibility - Aviation 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 include leading the development, launch, implementation, and continuous improvement of Access PHL, establishing priorities, workplans, performance measures, and cross-functional accountability. The Manager coordinates the Airport's efforts to comply with and carry out its responsibilities under the ADA and other applicable federal, state, and local accessibility requirements. They evaluate the end-to-end passenger journey through an accessibility lens, identifying barriers and opportunities across physical, digital, operational, service, and communication touchpoints. The Manager partners 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. They review new construction, renovations, leased spaces, floor plans, signage, operational changes, programs, and services for accessibility impacts and inclusive design opportunities. The position manages programs and services supporting passengers with mobility, hearing, vision, cognitive, sensory, hidden disability, language, and other access needs, including the Hidden Disabilities Lanyard Program. The Manager serves as the primary point of contact for passenger accessibility questions, feedback, grievances, and complaints; ensures timely, empathetic, well-documented responses and appropriate corrective action. They 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 monitoring passenger-facing facilities and services in person to identify accessibility issues, document findings, and coordinate timely corrective action. The Manager works 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. They create and support training, education, and awareness initiatives so airport employees, frontline teams, tenants, and partners understand accessibility obligations and disability-inclusive service expectations. The Manager advances 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. They 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. The Manager develops and facilitates an external accessibility advisory committee or comparable engagement forum to educate partners, gather constructive feedback, and inform program priorities. They 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. The Manager ensures required accessibility notices and contact information are visible and accessible to passengers and employees, and ensures PHL's accessibility website content remains accurate and current. They 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. The Manager uses qualitative and quantitative data to identify trends, recommend improvements, and communicate progress and risks to leadership and stakeholders. They research and benchmark accessibility best practices, emerging technology, and inclusive passenger experience programs at peer airports and within the broader travel and hospitality industries. The Manager promotes Access PHL through education, benchmarking, conference participation, industry collaboration, and strategic storytelling, in coordination with the appropriate Marketing and Communications teams. They negotiate and mediate on behalf of PHL when grievances or noncompliant conditions arise, working toward practical, timely, and mutually understood resolutions. The Manager coordinates with the City of Philadelphia Office of People with Disabilities, Business Diversity and Inclusion, Language Access, and other City units on relevant initiatives. They 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 include knowledge of ADA requirements, accessibility standards, inclusive design principles, and disability rights frameworks. Skills in leading complex, cross-functional programs from strategy through implementation and continuous improvement. Abilities to champion accessibility as both a civil rights obligation and an essential component of an exceptional guest experience. 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. 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. 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. 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 faqpchr@phila.gov. For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx To apply, interested candidates must submit a resume.