Airport Assistant General Manager - Chief Customer Service Officer

General Description and Classification Standards

We are seeking a dynamic and experienced Chief Customer Service/Guest Relations Executive to oversee and lead the customer service and guest relations department at our airport. The successful candidate will be responsible for managing an $8 million customer service contract, ensuring stakeholder engagement, and enhancing the overall customer experience at the airport.

Essential Duties & Responsibilities

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned.

• Manages and oversees an $8 million customer service contract to ensure all service level agreements are met and exceeded.
• Develops and implements strategies to enhance the customer experience at the airport.
• Leads and manages a team of customer service and guest relations professionals to deliver exceptional service to passengers and employees.
• Establishes and maintains strong relationships with stakeholders, including airlines, vendors, government agencies, and other partners.
• Analyzes customer feedback and data to identify areas for improvement and implement solutions to enhance customer satisfaction.
• Monitors key performance indicators related to customer service and guest relations and provide regular reports to senior management.
• Responsible for investigations of violations relating to federal statues, policies, standards, and guidelines, including but not limited to ADA and Title VI to fulfill Title VI and civil rights federal compliance obligations to the Federal Aviation Administration (FAA) and other regulatory agencies.
• Collaborates with entertainment and art vendors to curate engaging programs for passengers.
• Develops and implements training programs for staff to ensure consistent and high-quality customer service delivery.
•  Conducts regular audits and assessments of customer service processes to identify areas for improvement and implement best practices.
• Leads crisis management efforts related to customer service and guest relations issues, ensuring quick resolution and minimal impact on passengers.
•  Collaborates with marketing and communications teams to develop strategies for promoting customer service initiatives and entertainment/art programs.
• Manages budgets for customer service, guest relations, and entertainment/art programs, ensuring cost-effectiveness and optimal resource allocation.
• Stays current on industry trends and innovations in customer service and guest relations to continually enhance the airport's offerings.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge, Skills & Abilities

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced and high-pressure environment.
• Strong analytical skills with the ability to interpret data and make data-driven decisions to enhance the customer experience.
• Experience in leading and inspiring a diverse team to achieve common goals and deliver exceptional customer service.
• Excellent negotiation and conflict resolution skills to effectively manage stakeholder relationships and partnerships.
• Demonstrated ability to think creatively and innovatively to drive continuous improvement in customer service practices.

Minimum Qualifications

Education and Experience

• Bachelor’s degree in business administration, Hospitality Management, or related field.
• 8-10 years of relevant experience in a senior leadership role in customer service or guest relations within the aviation industry or other business discipline.
• Demonstrated experience managing large-scale customer service contracts.

Licensures and Certifications 

No specific certifications or licensures required. Individual positions may require completion of training in specific reporting languages or software. 

Essential Capabilities and Work Environment 

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated aga