Customer Service Manager, Airport Customer Experience

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.