As a Customer Experience Manager, I lead the guest-facing teams to deliver exceptional service across domestic and international airport operations, driving key performance indicators on safety, on-time performance, efficiency, and customer service. I work closely with internal and external stakeholders to contribute to the overall business outcomes, and support the Airport Manager in driving excellence. My responsibilities include creating efficient processes, developing contingency plans… Show more As a Customer Experience Manager, I lead the guest-facing teams to deliver exceptional service across domestic and international airport operations, driving key performance indicators on safety, on-time performance, efficiency, and customer service. I work closely with internal and external stakeholders to contribute to the overall business outcomes, and support the Airport Manager in driving excellence. My responsibilities include creating efficient processes, developing contingency plans, resourcing, and executing change to support business and operational requirements. I also oversee daily briefings and reporting, ensuring business continuity and resilience, and investigate breaches in standard operating procedures. Additionally, I mentor and coach team leaders and coordinators to develop their skills and provide guidance during high-level escalations. Show less