Manager, Customer Experience

Greater Orlando Aviation Authority • Orlando, FL

277d • $90,000

About The Position

We are the Orlando International Airport! The Greater Orlando Aviation Authority (GOAA) operates MCO and the Orlando Executive Airport. Our airport is a world-class facility serving more than 55 million guests each year and growing. Orlando International Airport (MCO) is the largest airport in Florida, the 9th busiest in the United States and the 17th in the world ranked by the number of passengers in 2022 according to Airports Council International North America (ACI). The airport serves as a significant transportation resource, catalyst and hub in the State of Florida. Develop, implement and manage the Customer Experience for the Greater Orlando Aviation Authority (GOAA) including airport-wide special events, programs, projects and other initiatives to promote and enhance customer experience and exceed the expectations of our guest.

Requirements

• Bachelor Degree in Aviation Management, Business Administration, Communications or related field.
• Six (6) years experience in airport customer services environment.
• Three (3) years working at a medium to large hub airport.
• Excellent oral and written communication skills.
• Ability to analyze and interpret customer service issues and problem solve.
• Knowledge of airport and Authority's structure, goals and objectives.
• Ability to keep abreast of customer service principles and industry Best Practices.
• Demonstrated ability to effectively manage and motivate staff.
• Demonstrated ability to make decisions and resolve problems using established methods and procedures.
• Must always represent the Authority in a professional and courteous manner.
• Proficient in Microsoft office applications, Oracle desired.
• Ability to effectively analyze data and identify trends, patterns, etc.
• A second language is desirable.
• Valid Florida driver's license.

Responsibilities

• Develop, implement and manage the Customer Experience for the Greater Orlando Aviation Authority (GOAA).
• Oversee airport-wide special events, programs, projects and other initiatives to promote and enhance customer experience.
• Ensure customer experience exceeds the expectations of guests.

Benefits

• Paid Vacation, Holidays, Sick and Personal Leave Days.
• Retirement Plan with Company Match.
• Health, Dental and Vision Insurance.
• Wellness Programs.
• Short Term Disability Plan, Long Term Disability Plan and Life Insurance.
• Education Reimbursement (Full-time Employees Only).
• Hybrid Work Schedule (for applicable positions).
• Shift Differential (for applicable positions) 2nd Shift - $0.85 per hour & 3rd Shift - $1.00 per hour.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Specialty Trade Contractors
• Education Level: Bachelor's degree