Manager, Passenger Accessibility - Aviation

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 best practices.
• Develop and facilitate an external accessibility advisory committee or comparable engagement forum to educate partners, gather constructive feedback, and inform program priorities.
• 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.
• Ensure required accessibility notices and contact information are visible and accessible to passengers and employees, and ensure PHL’s accessibility website content remains accurate and current.
• 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.
• Use qualitative and quantitative data to identify trends, recommend improvements, and communicate progress and risks to leadership and stakeholders.
• Research and benchmark accessibility best practices, emerging technology, and inclusive passenger experience programs at peer airports and within the broader travel and hospitality industries.
• Promote Access PHL through education, benchmarking, conference participation, industry collaboration, and strategic storytelling, in coordination with the appropriate Marketing and Communications teams.
• Negotiate and mediate on behalf of PHL when grievances or noncompliant conditions arise, working toward practical, timely, and mutually understood resolutions.
• Coordinate with the City of Philadelphia Office of People with Disabilities, Business Diversity and Inclusion, Language Access, and other City units on relevant initiatives.
• 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

Knowledge of:

• ADA requirements, accessibility standards, inclusive design principles, and disability rights frameworks.
• Passenger accessibility and assistance best practices across physical, digital, communication, and service environments.
• Airport operations, tenant and airline roles, and the distinction between airport, airline, contractor, and concessionaire responsibilities.
• Accessibility assessment, complaint management, corrective action planning, risk management, and documentation practices.
• Hidden disability programs, inclusive communication methods, alternative formats, assistive technologies, and emerging accessibility innovations.
• Program development, performance measurement, community engagement, and organizational change management.

Skills in:

• Leading complex, cross-functional programs from strategy through implementation and continuous improvement.
• Communicating with empathy, clarity, professionalism, and discretion when supporting passengers and community members.
• Influencing departments, agencies, tenants, contractors, and partners without relying on direct authority.
• Reviewing facilities, plans, policies, services, communications, and digital experiences for accessibility and inclusive design.
• Facilitating stakeholder meetings, advisory groups, training, negotiation, mediation, and issue resolution.
• Analyzing qualitative and quantitative information, identifying trends, and translating findings into actionable recommendations.
• Developing dashboards, reports, presentations, workplans, and executive-level updates.

Abilities to:

• Champion accessibility as both a civil rights obligation and an essential component of an exceptional guest experience.
• Build trusted relationships with people with disabilities, advocacy organizations, airport partners, and City stakeholders.
• Interpret and apply regulatory requ