Manager, Passenger Accessibility - Aviation at Cityof Philadelphia in Philadelphia, PA

Job description

Position Summary   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 Lead the development, launch, implementation, and continuous improvement of Access PHL, establishing priorities, workplans, performance measures, and cross-functional accountability. Coordinate the Airport’s efforts to comply with and carry out its responsibilities under the ADA and other applicable federal, state, and local accessibility requirements. Evaluate the end-to-end passenger journey through an accessibility lens, identifying barriers and opportunities across physical, digital, operational, service, and communication touchpoints. Partner 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. Review new construction, renovations, leased spaces, floor plans, signage, operational changes, programs, and services for accessibility impacts and inclusive design opportunities. Manage programs and services supporting passengers with mobility, hearing, vision, cognitive, sensory, hidden disability, language, and other access needs, including the Hidden Disabilities Lanyard Program. Serve as the primary point of contact for passenger accessibility questions, feedback, grievances, and complaints; ensure timely, empathetic, well-documented responses and appropriate corrective action. 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 monitor passenger-facing facilities and services in person to identify accessibility issues, document findings, and coordinate timely corrective action. Work 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. Create and support training, education, and awareness initiatives so airport employees, frontline teams, tenants, and partners understand accessibility obligations and disability-inclusive service expectations Advance 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. 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 b