Manager, Customer Experience

POSITION: Manager, Customer Experience

DEPARTMENT: Customer Experience

SALARY: starting at $90,000 annual salary

LEVEL: L29

CLOSING DATE: Friday, March 28, 2025

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 thelargest airport in Florida, the 9th busiest in the United States and the 17th inthe world ranked by the number of passengers in 2022 according to Airports Council International North America (ACI). The airportserves as a significant transportation resource, catalyst and hub in the Stateof Florida.

We offer a comprehensive benefit package for full & part-time positions to include first day eligibility for health insurance, life insurance, paid vacation/sick/holiday, and growth opportunities (see details below).

POSITION SUMMARY:

Manage Customer Service for the GreaterOrlando Aviation Authority (Aviation Authority) including the Customer ServiceAmbassador program, customer-facing functions, and related customer service initiativesto exceed the expectations of our guests.

MINIMUM REQUIREMENTS:

• BachelorDegree in Aviation Management, Business Administration, Hospitality and Tourismor related field, and six (6) years' experience in airport customer servicesenvironment with three (3) of those years working at a medium to large hubairport, or an equivalent combination of education, training and experience.
• Excellent oral and written communication.
• Ability to analyze and interpret customer service issues, problem solve, and reach satisfactory resolution.
• Knowledge of airport and Aviation Authority's structure, goals and objectives.
• A team player who easily builds relationships with internal and external customers.
• Ability to keep abreast of customer service principles and industry Best Practices to support delivery of the Orlando Experience.
• Excellent organizational skills and a natural multitasker.
• 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 Aviation Authority in a professional and courteous manner.
• Proficient in Microsoft office applications, Oracle desired.
• A second language is desirable
• Valid Florida driver's license

BENEFITS:

The Greater Orlando Aviation Authority offers a comprehensive benefits package.

• 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