About this role
GENERAL MANAGER – MSP Minneapolis/St. Paul International Airport and Mall of America - full-time
$70000 - $75000 / year
(salary based on experience)
Full-time Benefits and Bonus Eligible!
BENEFITS
Smarte Carte Inc. offers a competitive compensation package and outstanding benefits including Group Health & Dental Insurance, Company Paid Life Insurance, Company Paid Short-term Disability, Matching 401k, Paid Time Off, Paid Sick Time, Paid Holidays, and Wellness Reimbursement Program.
COMPANY BACKGROUND
Smarte Carte is a global provider of travel and leisure infrastructure solutions, serving major airports, transportation hubs, entertainment destinations, retail locations, resorts, and fitness centers across North America, Europe, the Middle East, and Asia-Pacific. For more than 50 years, we have partnered with over 3,500 world-class venues to deliver convenient, reliable services used by millions of people each year.
Our portfolio includes luggage carts, smart locker systems, mobility rentals (ECVs, wheelchairs, and strollers), massage chairs, medallion collectibles, and a variety of guest and passenger services designed to enhance the visitor experience.
Smarte Carte, Inc. is a privately held company.
Are you looking for a place to develop and build your career? Do you like to have your voice heard and be involved in process improvements? Then Smarte Carte is the place for you! A positive attitude and willingness to learn are the top qualities for our ideal candidate. Smarte Carte prides itself on having a diverse and inclusive workforce. All genders, ethnicities, and backgrounds are encouraged to apply. Smarte Carte is focused on being environmentally responsible by owning/operating recyclable equipment and reducing our carbon footprint
BASIC FUNCTION
The General Manager leads operations across Minneapolis–Saint Paul International Airport and Mall of America, overseeing financial performance, client and facility relationships, employee engagement, customer and guest satisfaction, equipment readiness, safety, and continuous improvement. This role is responsible for achieving annual revenue and EBITDA goals, improving labor, materials, inventory, and equipment efficiency, and ensuring reliable daily service across both high-volume locations.
This position oversees airport and retail/entertainment operations for luggage carts, lockers, strollers, ECVs/scooters, and other assigned Smarte Carte equipment or services. Responsibilities include equipment cleanliness, availability, inspection, preventive maintenance, troubleshooting, repair, installation, removal, inventory control, service history, and customer-facing execution across MSP Airport and Mall of America.
KEY RESPONSIBILITIES
• Own profit and loss performance for the assigned operations and deliver revenue growth, EBITDA, gross margin, and profitability results against annual, budgeted, and strategic plans.
• Lead, coach, and develop managers and frontline employees across a range of capabilities and personalities; oversee recruiting, hiring, training, performance management, engagement, and professional development.
• Ensure daily operational and service goals are met by managing labor, schedules, materials, inventory, equipment, vend quality, and location-level execution.
• Develop and maintain strong relationships with airport, mall, facility management, security, Port Authority, client, supplier partner, customer, peer, and other stakeholder groups.
• Analyze financial and operational results, including revenue, gross margin, shortages, passenger or guest volume trends, percent of sales to traffic, equipment reliability, turnover, contracts, service records, and other key performance indicators.
• Apply continuous improvement methods, including Lean and Six Sigma practices where appropriate, to improve productivity, service consistency, labor efficiency, equipment availability, and the customer and guest experience.
• Lead the planning and execution of new equipment installations, location openings, equipment removals, upgrades, and service expansions.
• Oversee that carts, lockers, strollers, ECVs/scooters, and other assigned equipment are clean, safe, functional, available, and maintained according to company, facility, and manufacturer standards.
• Maintain appropriate inspection, testing, preventive maintenance, troubleshooting, repair, service documentation, and equipment history programs.
• Ensure collections, deposits, meter readings, payroll, schedules, attendance records, equipment records, end-of-month paperwork, and other required reports are completed accurately and on time.
• Maintain appropriate inventories of replacement parts, tools, cleaning supplies, and operating materials.
• Develop new business opportunities, including additional airport services, retail and entertainment services, and other vending or guest service opportunities.
• Maintain a safe, respectful, productive, and inclusive working environment by training employees, monitoring performance, enforcing safety expectations, and ensuring employees are treated with respect and dignity.
• Communicate and enforce Smarte Carte standards, policies, procedures, work rules, and performance expectations.
• Consult with appropriate home office departments on compensation, personnel issues, collection report analysis, equipment needs, client matters, and other operational support needs.
• Manage operations in accordance with applicable federal, state, and local laws and with Smarte Carte and facility policies, procedures, and standards.
• Perform other duties as assigned.
EXPERIENCE
• Minimum five years of experience in an operational function such as airport operations, retail operations, manufacturing, logistics, distribution, field service, route operations, hospitality, guest services, or process improvement.
• Strong profit and loss management experience required.
• Minimum five years of direct management experience, with demonstrated success leading teams and managing through others.
• Experience managing high-volume, customer-facing or guest-facing operations across multiple stakeholder groups.
• Experience in customer service, field-based product support, equipment reliability, and operational reporting.
• Experience working in a cross-functional team environment and leading organizational or operational change.
• Understanding of electro-mechanical assembly, troubleshooting, diagnostics, root-cause analysis, maintenance, and repair.
• Experience operating within complex institutions and facilities, such as airports, shopping centers, transportation hubs, entertainment venues, or large public-facing environments.
• Labor union or contract negotiation experience preferred where applicable.
•
EDUCATION
• Bachelor's degree in business administration, operations management, hospitality, logistics, or a related field required; equivalent work experience may be considered where appropriate.
KNOWLEDGE, SKILLS AND ABILITIES
• Strong business acumen and a proven record of success in an operational environment.
• Strategic leadership, planning, business assessment, and value-chain thinking.
• Strong financial and analytical skills, including the ability to read, interpret, and analyze financial statements and understand how operational KPIs affect financial outcomes.
• Ability to build productive relationships with external constituents and influence direct reports, indirect reports, peers, clients, facility leaders, and supplier partners.
• Excellent verbal and written communication, negotiation, organizational, and project-management skills.
• Ability to manage multiple priorities, make timely decisions, and implement practical solutions in fast-paced, high-traffic environments.
• Proficiency with Microsoft Office and operational databases used to document tasks, meter readings, inventories, schedules, payroll, service records, and equipment history.
• High level of mechanical, electrical, and diagnostic aptitude, including hands-on problem solving and root-cause analysis.
• Ability to maintain accurate records, prepare reports, and communicate operational results and recommendations clearly.
LEADERSHIP CHARACTERISTICS
The successful candidate will be expected to be a high-energy, creative, and resourceful self-starter who demonstrates leadership skills and instincts. This executive is highly intelligent and enthusiastic with a commitment to excellence. In terms of personal competencies, the successful candidate must be hands-on and possess the best combination of strategic thinking that also leads to actual results. This is a practical versus a theoretical thinker who should demonstrate the following competencies:
• Leadership: A confident, mature person with the ability to connect and inspire others. A proven record of leadership that leads to concrete results that drive key performance indicators.
• Results Oriented: A driver who possesses the ability to take actions and implement effective solutions in a timely manner.
• Analytical Person: A creative yet pragmatic analytical person. Methodical and hands-on, as well as detail oriented.
• Analytical Thinking and Decision-Making: Decisive and logical at thoroughly evaluating issues. Excellent planning, execution, and project-management skills.
• Teamwork and People Skills: A collaborator and builder, receptive to ideas from others. Shares information and keeps team members and partners informed. Works effectively with others to identify and resolve issues. Excellent people's skills and an ability to interact successfully with all levels of management as well as a diverse workforce.
• Ethics: Highest level of professional integrity and honesty as well as personal credibility
Licenses & Certifications:
• Valid Drivers' license required
• Ability to obtain required facility, airport, Customs and Border Protection (CBP), USPS badge, or security credentials, including any associated screening, background check, or drug screen where applicable
PHYSICAL REQUIREMENTS:
• Walk and stand for duration of shift (8 hours)
• Lift 40 lbs. to waist height
• Push/pull 75-100 lbs.; move up to 15 carts simultaneously
#LI-VG1