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General Manager of Customer Experience

2 months ago

new york city, United States Salt Full time

If you are ready for a great step up in your career, this is the job you are looking for:


An award-winning Customer Experience and Employee Experience consultancy is seeking an experienced and dynamic General Manager of Customer Experience. This role is placed at the LaGuardia Airport and it's crucial for ensuring that every customer's experience is exceptional, aligning with high standards of service across all functions.


Key Responsibilities:

  • Oversee the day-to-day operations of the Customer Experience team, including ambassadors, hosts, and VIP concierge services, ensuring a seamless and exceptional experience for all airport visitors.
  • Ensure all bundled services at LaGuardia Airport are operationally ready and consistently meeting key performance indicators (KPIs) and service level agreements (SLAs).
  • Manage multiple customer experience projects across various service lines, driving continuous improvement, data-driven insights, and excellence in service delivery.
  • Liaise with senior management and present operational performance insights to board members, ensuring alignment with overall business objectives.
  • Manage scheduling, resource planning, and recruitment to meet operational needs based on passenger forecasts and long-term resourcing requirements.
  • Handle team performance management, professional development, policy updates, etc.
  • Ensure the delivery of comprehensive training programs for both new and existing team members, guaranteeing improvement and a top employee experience.


If you have...

  • Proven background in aviation and staffing operations, with a track record of delivering high-end guest/customer experiences.
  • Strong leadership skills, with experience managing teams and projects in a dynamic environment.
  • Excellent communication skills, including experience presenting to board-level stakeholders.
  • Proficient in data analysis and financial planning, with advanced skills in Excel and other Microsoft Office applications.
  • Ability to work flexible hours, including long days and shifts, as required by the operational needs of the airport.
  • Demonstrated ability to build strong relationships across various internal divisions and external partners.


Apply now with your updated CV attached.