Under the direction of the Assistant Vice President, Communications, Marketing and Customer Experience this position provides leadership, direction and oversight to the Airport Customer Experience team in the delivery of outstanding customer service to the passengers and guests at Nashville International Airport.
Essential Job Responsibilities:
Develops strategic plan for the department; Provides leadership and works with staff to create a work environment focused on outstanding customer service.
Creates proactive Customer Experience initiatives to delight and surprise BNA passengers and guests.
Develops policy and provide management oversight for the ACE volunteer program.
Serves as first point-of-contact for staff and Leadership for customer service related issues.
Supervises and monitor the Airport Customer Experience team, including setting annual performance standards.
Serves as the Voice of the Customer (VOC).
Tracks customer/passenger critical touch points and develops plans to improve the experience.
Oversees, track and develop responses for customer comments.
Bachelor’s degree in Communications, Business, Hospitality or related field.
Five (5) years of experience in communications/customer service/public service environment.
The Metropolitan Nashville Airport Authority (MNAA) is seeking talented individuals interested in a career with one of the fastest growing airports in the industry. With over 300 professionals, MNAA is committed to the Nashville Airports Experience (NAE) by creating and inspiring a team dedicated to providing superior customer service, facilities and air service in a safe and secure, warm and welcoming environment that reflects the best of Nashville. In all phases of our operations, we value RISE (Respect, Integrity, Service & Excellence). We invest the resources needed to develop our employees, facilities and required policies and procedures. MNAA is currently building for the future, preparing for the unexpected, and has many exciting and unique career opportunities with competitive pay and excellent benefits. We appreciate your interest in employment with MNAA, and look forward to receiving your application.