Terminal Operations Coordinator / Customer Relations

San Diego International Airport is built upon the vision that every team member has a stake in bringing our “Good Feelings, Nonstop” brand to life for every passenger and fellow employee. Here at the Airport Authority, we love San Diego as much as we love flying, and we see our airport as an extension of the always friendly and sunny city we call home. If you are looking for a team that values each other, does great work, and most importantly, has a lot of fun along the way, we invite you to apply today.
The Airside & Terminal Operations Department is looking for two customer service driven individuals with demonstrated communication and collaborative skills in a Terminal Operations Coordinator / Customer Relations role. Positions will work collaboratively with all Terminal Operations Coordinators, however they will report to the Customer Relations Manager and principal duties will focus on customer relations programs. One position is a permanent position, and the second position has a 5-year limited duration with an anticipated end date of December 2028. Limited status equals full-time employment with a term of up to five years and the selected candidate will participate in the benefit plans offered. Both positions are on-site, and do not qualify for telecommuting schedules.
The selected candidate will:

• Contribute to the implementation and interpretation of operational objectives; identifies partnership and stakeholders needs; collaboratively determines courses of action to realize mutual agreements; facilitates projects, maintenance and properties inspections, Americans with Disability Act (ADA) requirements, safety and security, expressive activities; commercial filming and photo shoot activities consistently with mandates.
• Assist in planning, organizing, and coordinating Authority customer service programs, activities, initiatives and procedures designed to enhance customer service at the airport; incorporates customer feedback into the Authority’s strategic planning efforts and in customer-driven programs, including but not limited to the Airport Volunteer Program, Airport tour programs, courtesy cart operations, and TSA assistance programs.
• Assist in developing and preparing communications materials regarding airport customer service program initiatives and services; develops collateral and other materials as required; facilitates focus groups, citizen advisory committees, organizational assessments and open dialogue applicable to process improvement initiatives; plans, administers, analyzes data and uses survey results to assist with business process improvement efforts and to implement corrective action plans.
• Identify problems, resolves issues and advances partnership with stakeholders; issues notice of violation, responds to situations, facilitates decision making and innovative approaches and practices; facilitates the implementation and acceptance of programs, changes, processes, standards, contracts and reports.
• Establish and maintain communication and rapport with airport tenants, neighboring business constituents, community and citizen groups, governmental agencies and the public to identify and resolve issues and complaints regarding airport services; researches problem areas and develops and presents strategies and solutions as appropriate.
• Evaluate operational decisions and strategic implications; develops and tracks financial, reports, cost analysis, budgetary data; responsibilities require flexibility to work rotating and shifts including weekends, holidays and night shifts; performs other duties as assigned.

Other Duties:
This job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Competencies:

• Relationship: Builds and maintains relations with stakeholders, identifies and relates information, ideas and problems and ideas based on mutually acceptable solutions.
• Business Process Knowledge: Security and safety requirements, identifies, documents, and monitors processes and develops framework for processes and improvement.
• Problem-Solving & Agility: Analyzes situation or factor and collaboratively generate alternative or solution, readily adapts behavior or new work methods, evolving and unexpected situations.
• Program Management: Understands methods and practices used in the implementation of customer service programs, and effective customer relations communications and materials.
• Critical Thinking: Critically reviews and translates business requirements, data and information to specify solutions or alternative practice in support of objectives or events.
• Communication & Customer Focus: To effectively use verbal and listening skills, exchange information, correlate, organize and share information clearly and concisely.
• Leveraging Technology: Effectively operates radio, telephonic and computerized systems to communicate, store and transmit information and/or notifications.

Requirements
Required Education, Training and Experience:

• Bachelor’s degree in aviation or related field may be substituted for up to one year of experience.
• Two years of progressively responsible experience in airport terminal operations programs administration and coordination; or involving the development and coordination of customer relations programs, guest services programs or projects similar to those administered by an Authority.
• Associate degree with a major in aviation management, or a related field;
• Or an equivalent combination of training and experience;
• Selected candidates must be flexible to weekend, and holiday work shifts.

Preferred but not required certificates:

• Accredited customer service certifications/trainings

The hiring salary is $75,093.
EEO Statement
It is the policy of the San Diego County Regional Airport Authority 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, SDCRAA will provide reasonable accommodations for qualified individuals with disabilities.
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 limitation.
Under California Government Code Sections 3100 - 3109, public employees are designated disaster service workers. The term "public employees" includes all persons employed by the state or any county, city, state agency, or public district. Disaster service workers are required to participate in such disaster service activities as they may be assigned to them by their employer or law.
The salary range for the Terminal Operations Coordinator is $64,182 - $102,691.