Customer Service Manager, Airport Customer Experience

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About the position

Responsibilities

  • Drive operational excellence within the airport team.
  • Create an environment that cares for frontline team members and celebrates team successes.
  • Lead the airport team to perform their work safely and efficiently, complying with all regulations.
  • Provide exceptional support to frontline team members to enable superior customer service delivery.
  • Coach and mentor team members in skill development and company culture behaviors.
  • Promote mutual respect and trust among team members.
  • Establish effective relationships with internal and external customers.
  • Provide direction and support to enable high performance from the team.
  • Assess operational conditions to ensure corporate and local metrics are met through collaboration.
  • Work extra hours as needed and be available for rotating shifts.

Requirements

  • High School diploma or GED equivalency.
  • Previous airport customer service experience (preferred).
  • 2 years of experience leading others (preferred).
  • Knowledge of company policies and procedures and functional automation applications (preferred).
  • Ability to engage and support an inclusive working environment.
  • Strong active listening skills.
  • Critical thinking ability to evaluate solutions and approaches.
  • Ability to monitor and assess performance for improvements.
  • Strong decision-making skills.
  • Ability to work independently and collaboratively under demanding conditions.
  • Ability to prioritize and execute tasks with urgency and precision.
  • Sound business judgment to resolve issues with customers.
  • Knowledge of Microsoft Office applications.

Nice-to-haves

  • Experience in a customer service leadership role in an airport setting.
  • Familiarity with Federal, state, and local regulations related to airport operations.

Benefits

  • Travel perks for you, your family, and friends to explore 365 destinations.
  • Health benefits including dental, vision, and prescription coverage from day one.
  • Access to wellness programs and resources.
  • 401(k) program with employer contributions after one year.
  • Employee Assistance Program and pet insurance.
  • Discounts on hotels, cars, cruises, and more.
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