Excited about high performance, making a difference and developing others? The San Diego Airport Authority is proud of its team members, have a high performing culture and challenge ourselves through innovations…we work fast, value each other and have fun along the way.
We have an awesome opportunity for an avid individual to develop business case to implement, foster and manage an integrated customer service program that encompasses functions and activities to improve guests experience; performs related duties as assigned.
Responsibilities include the following:
1. Oversees aspects of customer service program including the volunteer ambassador, concierge and therapy dogs programs; drives programs designed to support initiatives; provides leadership and works with staff to create a high performance, service-oriented work environment; participates in programs and activities that promote workplace diversity and a positive employee relations environment.
2. Recruits, manages and evaluates the work of assigned staff and volunteers including mobile volunteers, information booth staff, and customer service cart drivers; develops volunteer plans; schedules, implements and monitors work plans to achieve goals and performance measures; ensures adequate operational staffing in areas of assignment; coordinates staff and volunteer appreciation events.
3. Serves as an advocate for building strong internal customer service oriented focus and culture; integrates customer feedback into strategic planning efforts and programs; acts as a project team leader on multi-department project; selects appropriate study methods to define customer service objectives; analyzes customer service processes; researches and resolves customer service problem areas; defines projects scope, schedules and budget; researches and identifies alternatives for process re-design, associated impacts and cost-benefits analysis; researches and determines software required to support programs.
4. Develops business case to implement, foster and manage an integrated customer service program that encompasses the functions and activities to improve guest experience; develops strategies to identify customer needs and improve interaction with airport community, tenants, volunteers and other stakeholders; and performs related duties as assigned.
5. Responds to Americans with Disabilities Act access enquiries; liaises with disability advocacy organizations; develops guest services-related requests for proposals and requests for qualifications; responds to ADA grievances received; discuss, resolves ADA violation and grievances.
6. Approves and distributes Terminal and Tenants Expressive Activities Permits, Commercial Photo and Film Shoot Permits and Meet and Greeter Permits; ensures permit compliance with permit holders; collects fees as required.
7. Analyzes effectiveness of programs and activities; establishes and maintains liaison with internal and external interest groups, tenants, governmental agencies and general public on initiative and compliance issues; develops corrective and remedial action plans; researches business challenges and develops alternatives strategies and solutions; redesigns processes and demonstrates impacts and cost benefits analysis.
8. Provides professional expertise to stakeholders in areas of assignment; develops and coordinates programs solutions and strategies; communicates program status to stakeholders and makes presentation to interest groups; develops Requests for Proposals and Requests for Qualifications.
9. Manages organizational assessments and maintains interaction with internal and internal stakeholders to formulate and implement business process improvements; participates with development and preparation of program and service communication; develops program and initiative promotional materials; develops program budget and procures program goods; maintains information, logs, permits, records and produces reports; maintains electronic media posts; remains updated regarding industry trends; performs other duties as assigned.
Graduation from a four-year college or university with Bachelor’s degree in business administration, public administration, hospitality or a closely related field; and six years of customer service program strategy development experience of which three years were in a leadership role.
Applications accepted www.san.org
Full salary range: $65,602-$85,308-$105,014
