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Customer Experience Director

2 months ago

West Palm Beach, Florida, United States Clearfield Full time
About the Position

As a General Manager at Clearfield, you will be fully responsible for leading and driving the daily operations of your location. You will drive employee engagement and foster an environment where team members are accountable for delivering exceptional security and customer service experiences while continuously sharing the Clearfield story.

Key Responsibilities Include:
  • Spend 70% of time on the floor in a customer-facing environment at the airport.
  • Ensure Clearfield and TSA policy and procedures are conducted with the highest levels of security and integrity.
  • Manage day-to-day operations of a team of Ambassadors and Managers that utilize Clearfield technology to perform duties related to airport security, customer service and sales.
  • Build and sustain a diverse team of talent who successfully and consistently deliver on the Clearfield objectives related to security, service, and sales.
  • Drive employee engagement and foster an environment where team members are accountable for delivering exceptional security and customer service experiences while continuously sharing the Clearfield story.
  • Build stakeholder relationships with TSA, airline and airport partners; support needs &/or inquiries in a timely manner, escalating to a higher level as necessary.
  • Responsible for the team's comprehension and adherence to operational/security procedures, laws, regulations and company directives.
  • Effectively execute our commitment to security, manage risk, fulfill operational and compliance requirements.
  • Coach, mentor, and train the team to meet sales and customer service goals and standards.
  • Drive new enrollments through the airport sales program by consistent sales coaching, contests and recognition; identify gaps and use best practices.
  • Deep understanding of technology and processes; ability to troubleshoot.
  • Managing labor to ensure highest utility, and oversight of payroll and scheduling.
  • Ensures the team maintains the equipment, signage, and facility to meet brand standards.
Ideal Candidates Will Have:
  • At least 6 years of leadership experience in a high volume, fast-paced, and customer-facing environment (i.e. retail, restaurants, hospitality, rental cars).
  • You are self-motivated, positive and possess a passion for fostering a great sense of teamwork.
  • You have high standards, excellent interpersonal and communication skills, and are committed to training, mentoring, and motivating your team.
  • Excellent leadership and organizational skills, and ability to manage multiple priorities and influence others in an ever-changing environment.
  • You are indefatigable in achieving your individual and team goals and want to grow and develop in your career.
  • Experience reviewing and reporting on KPIs on a regular basis.
  • Ability to stand/walk for extended periods of time.
  • Ability to follow policies and procedures set forth by Clearfield, airport, state and federal regulations.
  • Availability to work a non-traditional schedule (i.e. weekends, holidays, early mornings, and/or evenings).
  • Required to successfully complete a government background investigation.