Customer Experience Manager

Begin a challenging career with the Norfolk Airport Authority, a political subdivision of the Commonwealth of Virginia. Our mission is to connect our community with the world by safely, reliably, and efficiently operating Norfolk International Airport.

Job Title: CUSTOMER EXPERIENCE MANAGER

Shift Schedule: 8:30AM – 5:00PM, Monday through Friday

Starting Rate: $115,500 ANNUAL

CLOSING DATE: This job announcement will be open until filled.

ABOUT US: Norfolk International Airport presently ranks in the top 13% of the country’s airports in terms of passengers served annually, with over 4.5 million passengers and over 75,000 flight operations in 2023. Our vision is that every team member has a stake in bringing our “Stronger Together, Let’s Fly” brand to life for every passenger and fellow employee. We have a demonstrated commitment to cultivating a positive, collaborative work environment that supports our values of professionalism, responsiveness, innovation, diversity, excellence (P.R.I.D.E.) as outlined in our Strategic Plan.

OUR MISSION: The mission of Norfolk Airport Authority is to connect our community with the world by safely, reliably, and efficiently operating Norfolk International Airport.

BENEFITS: Health, vision and dental care insurance, Virginia state retirement benefits, 457 Plan, Roth IRA, flexible spending accounts, employee assistance program, short-term disability, paid vacation, sick and holiday benefits, legal and pet coverage benefits.

JOB SUMMARY: As Norfolk International Airport’s Airport Customer Experience Manager, you will play a pivotal role in ensuring that passengers have a seamless and exceptional experience while traveling through Norfolk International Airport. You will be responsible for overseeing and improving all aspects of airport customer service. Your goal will be to elevate customer satisfaction, increase engagement, and maintain the airport's reputation for outstanding service.

ESSENTIAL JOB FUNCTIONS: The following duties are typical for this position. Incumbents may not perform all the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

• Customer Service Leadership:
  • Lead a team of customer service-oriented staff and volunteer Ambassadors and ensure their adherence to airport policies and standards.
  • Develop and maintain a customer-centric culture among airport staff and other airport stakeholders.
  • Set service standards, create training programs, and monitor performance to ensure consistent and high-quality customer service.
• Passenger Assistance:
  • Handle passenger issues and complaints, resolving them in a timely and satisfactory manner.
  • Implement proactive measures to identify and address potential customer service problems before they escalate.
  • Provide guidance and support to passengers with special needs.
• Service Improvement:
  • Continuously assess and improve the overall passenger experience, identifying problem areas and implementing solutions.
  • Collaborate with other departments and stakeholders to enhance customer service processes and facilities.
• Communication and Feedback:
  • Establish effective communication channels with passengers to gather feedback and suggestions for improvements.
  • Implement best practices for the collection and analysis of passenger feedback and data to identify trends and areas for enhancement.
• Training and Development:
  • Develop and deliver training programs for airport staff to enhance their customer service skills.
  • Conduct regular performance evaluations and provide coaching to improve team performance.
• Emergency Response:
  • Develop and maintain emergency response plans for customer service, ensuring passenger safety and satisfaction during unforeseen events.
• Budget Management:
  • Assist in budget planning for the customer service department and monitor expenditures to ensure efficient resource allocation.
• Compliance and Regulations:
  • Ensure that all customer service operations adhere to relevant Norfolk Airport Authority and FAA regulations, security protocols, and safety standards.
• Quality Assurance:
  • In coordination with other departments, develop and implement methods and tools to ensure airport facilities, services and concessions meet or exceed Norfolk Airport Authority standards.
  • Collaborate across multiple departments and outside stakeholders to identify and address opportunities to enhance airport service standards.

KNOWLEDGE, SKILLS, AND ABILITIES: The following generally describes the knowledge, skills and abilities required to enter the job and/or be learned within a short period of time to successfully perform the assigned duties.

• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to act with integrity, professionalism, and confidentiality.
• Proficient with Microsoft Office Suite.
• Ability to work flexible hours, including weekends and holidays, as required.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in business, Hospitality, or a related field, or a minimum of 5 years of experience in customer service.

SPECIAL REQUIREMENTS:

• Ability to obtain and maintain eligibility to hold a Security Identification Display Area (SIDA) badge as may be required by assigned job duties and responsibilities.

EQUIPMENT OPERATION: Phone system, fax, copier, shredder, laptop, projector.

PHYSICAL & MENTAL DEMANDS: Persons with disabilities may be able to perform the essential duties of this class with reasonable accommodation. Reasonable accommodation will be evaluated on an individual basis and depends, in part, on the specific requirements for the job, the limitations related to disability and the ability of the hiring department to accommodate the limitations.

Sitting for long periods of time, bending, stooping, carrying, and lifting up to 25 lbs.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT: It is the policy of the Norfolk Airport Authority (NAA) to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, NAA will provide reasonable accommodations for qualified individuals with disabilities.

“No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!”

DISCLAIMER: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. All Norfolk Airport Authority (NAA) employees are at-will under Virginia law and NAA personnel policies.

www.norfolkairport.com/employment

Contact the Human Resources Department at 757-857-3405 for assistance.