Operational Change Manager

Operational Change Manager – Airline and GHA Automation
Location: Manchester Airport
Contract: 6-month contract, Monday to Friday, 6am–2pm
Rate: £28.75 per hour / £230 per day (equivalent to £59,800 pro rata)
IR35 Status: Inside IR35
Parking: Provided (outer staff car parks)
Interview Process: 2-stage – Initial MS Teams call followed by on-site interview

We’re looking for a proactive and experienced Change Agent Manager to lead the delivery of a high-profile automation transformation programme at Manchester Airport. This contract role will oversee the implementation of Self-Service Kiosks (SSKs) and Self-Service Bag Drops (SSBDs) across airlines and Ground Handling Agents (GHAs), driving operational excellence and passenger efficiency.

Reporting to the Head of Operations and Project Management Team, the Change Agent Manager will lead a team of Change Agent Managers and Supervisors to ensure the seamless rollout and sustained adoption of automation technologies. This is a hands-on leadership role requiring strong operational insight, stakeholder management, and a data-led approach to decision-making.

Key Responsibilities:
Team Leadership
Lead and support two Change Agent Managers and a team of Change Agent Supervisors, driving daily performance, providing coaching, and fostering a culture of continuous improvement.

Operational Change Delivery
Drive adoption of SSBD and SSK systems by airlines and GHAs, ensuring integration with day-to-day operations. Oversee and adjust change strategies based on real-time operational data.

Stakeholder Engagement
Build trusted relationships with key external partners (airlines and GHAs) and internal teams (Operations, Commercial, Technology). Ensure aligned goals, smooth communications, and shared accountability for results.

Performance Monitoring & Reporting
Utilise systems such as LIDAR, VEOVO heatmaps, and performance dashboards to monitor key KPIs (queue lengths, transaction times, throughput). Lead daily, weekly, and monthly reporting to stakeholders and senior leadership.

Process Optimisation
Identify operational bottlenecks and recommend enhancements to baggage injection, check-in, and self-service flows. Use trend analysis to inform changes and escalate persistent issues.

Training & Continuous Improvement
Work closely with training teams to ensure Change Agents and operational staff are fully equipped to support automation tools. Lead feedback loops to embed long-term operational improvements.

Decision-Making & Risk Management
Allocate resources across critical areas, adapt team deployment based on performance data, and proactively manage risks that may impact service levels or project delivery.

What We’re Looking For:

• Strong background in airport operations, preferably with experience in automation rollout (SSK/SSBD) and baggage handling processes (desired)
• Demonstrated success leading teams in dynamic, fast-paced operational environments (essential)
• Excellent stakeholder management, communication, and negotiation skills (essential)
• A data-driven approach to problem-solving with experience using analytics tools and dashboards to inform change (essential)
• Strategic thinker with the ability to manage complexity, prioritise, and deliver against tight timelines (essential)
• Previous experience in a Change Management or Operations Management role (essential)

Why This Role?
This is a fantastic opportunity to lead on a visible, high-impact transformation project at one of the UK’s busiest airports. You’ll be at the centre of delivering innovation in the passenger journey and operational efficiency, working with a range of stakeholders across airlines, ground handlers, and internal teams.