Director, Customer Experience

Website MCO Greater Orlando Aviation Authority

Engineering and Construction

We are the Orlando International Airport! The Greater Orlando Aviation Authority (GOAA) operates OIA and the Orlando Executive Airport. Our airport is a world-class facility serving more than 46 million guests each year and growing.

We offer a comprehensive benefit package for full & part-time positions to include first day eligibility for health insurance, life insurance, paid vacation/sick/holiday, and growth opportunities (see details below).


Responsible for the planning, development, direction, implementation, and evaluation of all aspects of the airport-wide customer service initiatives and programs for the Greater Orlando Aviation Authority (GOAA) and other key stakeholders, providing customers with a continued focus on “The Orlando Experience”.  Develop a strong customer service oriented environment that aligns with the GOAA’s strategic plan. Utilize analytics and forecasting methodology to measure the needs, perceptions and expectations of customers.


Bachelor degree in Business, Public Administration, Communications, Public Relations or a related field and ten (10) years supervisory/management level customer service experience with an airport, airline or within the hospitality industry or an equivalent combination of related education, training, and experience. Must have experience with planning, developing, implementing and managing customer experience programs.
Demonstrated skill in developing and implementing complex change initiatives.

Ability to identify, develop and implement customer solutions.

In-depth knowledge of the Customer Service/Experience field and current trends and initiatives; including knowledge of best practices in airport and/or hospitality industries

Data analytics, trend analysis and assessment skills

Excellent interpersonal, written and oral communication skills

Strong negotiation, conflict resolution, and leadership skills

Computer skills and knowledge of business software applications
Efficient and effective time management skills

The Greater Orlando Aviation Authority offers a comprehensive benefits package.

• Paid Vacation, Holidays, Sick and Personal Leave Days

• Retirement Plan with Company Match

• Health, Dental and Vision Insurance

• Wellness Programs

• Short Term Disability Plan, Long Term Disability Plan and Life Insurance

• Education Reimbursement (Full-time Employees Only)

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