Supervisor, Customer Experience

Metropolitan Airports Commission•Minneapolis/St. Paul International Airport, MN

9d•Onsite

About The Position

The Supervisor, Customer Experience role is a dynamic and impactful position that plays a crucial part in enhancing the overall customer journey. You'll be at the forefront of managing and inspiring a team of Customer Experience Specialists and Lost and Found staff, ensuring they deliver exceptional service. By coaching, counseling, and mentoring your team, you'll help them grow and excel while upholding company policies and procedures, including taking necessary disciplinary actions when required. In this role, you'll be the mastermind behind creating, updating, and maintaining schedules, skillfully managing time-off requests, and making real-time adjustments to ensure smooth operations. Your keen eye for detail will ensure that all working locations, from information booths and ticketing lobbies to international arrivals and taxi stands, are adequately staffed and running efficiently. You'll also be the guardian of the MAC customer experience program, ensuring that all its foundational elements are meticulously followed. Additionally, you'll have the opportunity to engage with key stakeholders by attending MAC and MSP meetings, contributing to the continuous improvement of customer experiences. This role is perfect for someone who thrives in a fast-paced environment and is passionate about making a positive impact on both customers and team members.

Requirements

First Level Leader or Supervisor
Customer Focus - Building strong customer relationships and delivering customer-centric solutions
Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
Directs Work - Providing direction, delegating, and removing obstacles to get work done.
Ensures Accountability - Holding self and others accountable to meet commitments.
Drives Results - Consistently achieving results, even under tough circumstances.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Manages Conflict - Handling conflict situations effectively, with a minimum of noice.
Values Differences - Recognizing the value that different perspectives and cultures bring to an organization.
Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences
Drives Engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
Courage - Stepping up to address difficult issues, saying what needs to be said.
Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity
Two years of previous supervisory experience or One year of experience as a MAC Customer Experience Specialist or Completion of the MAC Supervisory Skills Development Program within the last four years (certificate must be attached)
Experience effectively resolves conflicts
Experience cultivating a team environment
Possess a positive attitude and be self-motivated
Experience maintaining confidential and private information.
Excellent written and verbal communication skills; articulates information in a concise and timely manner
Basic skill level using Microsoft Word, Excel, and Outlook
Able to work independently with minimal supervision
Ability to walk and stand for extended periods of time.
Available to work weekends, holidays, days, evenings, and nights

Nice To Haves

Experience working at MSP airport and familiar with the airport campus or related airline/aviation experience.
Associate degree
Experience enforcing policies and/or ordinances
Ability to communicate effectively in a second language
Experience assisting people with disabilities

Responsibilities

Ensures customer experience standards are being met (Four MAC Customer Experience pillars-knowledgeable and courteous, wayfinding, accessibility, minimizing wait times).
Trains and develop employees on customer service and procedural expectations.
Displays professional, pleasant, and enthusiastic behavior when interacting with customers and staff.
Responds and follows through on customer complaints received by the Customer Experience Department.
Assists the Manager, Customer Experience in the day-to-day oversight of the CES and Lost and Found work groups including all administrative duties.
Coordinate and keep up-to-date the employee work schedules including the bidding process, vacation requests, shift trades, sick calls, etc., to ensure proper staffing.
Assists the Manager of Customer Experience and Human Resources, with hiring, promoting, discipline, and discharging employees.
Approves employee payroll.
Maintains high degree of integrity, ethics, and fairness.
Provide information on procedures, policies, and objectives to CES staff.
Coaches, guides, directs, counsels, develops, disciplines and trains CES staff.
Conducts daily shift briefings with employees.
Recognizes and promotes employee achievements.
Completes employee performance reviews and conducts performance review discussions.
Ensures staff is adherence to the standards and expectations established by the Customer Experience department and the MAC.
Ensures CES daily route checklist is completed, and issues identified are followed up on to conclusion.
Working knowledge of and trains new hires on MAVIS, eSecure, XOVIS and other computer systems as needed.
Uses all communication assistive applications as needed including translation and video relay interpretive services.
Completes daily reporting for various shifts including customs, lobby, and wait times reporting.
Overseeing irregular operations procedures as needed.