Aviation Customer Communication Manager

  • Full Time
  • Seattle

Website Port of Seattle

PURPOSE:
Responsible for managing customer-focused communications channels and marketing strategies to enhance the customer experience at Sea-Tac Airport.

ESSENTIAL FUNCTIONS:
This list is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and duties performed.  Essential duties and responsibilities may include, but are not limited to, the following: Utilize two-way communication channels (e.g. social media) with customers to provide proactive awareness and real-time responsiveness regarding airport terminal activities and travel-related issues.
Manage cohesive and brand-aligned marketing strategies to inform airport travelers about the attributes and benefits of Sea-Tac Airport.  Lead coordination of comprehensive marketing strategies with Aviation Division departments and Port of Seattle External Relations.
Develop and maintain two-way communication channels to ensure accurate and timely information is shared with airport-wide employees, partners and stakeholders.
Design and implement customer communication programs to support emergency communication during incidents and irregular operation conditions.
Develop specialized airport content, for a diverse customer base, that is delivered through a variety of methods including: printed materials, Port’s web site, electronically, on signs, in correspondence, via social media and verbally.
Manage development of responses, on behalf of senior port leaders, to address customer concerns, compliments, and questions.
Develop communications strategies and execute tactics to frame, measure and disseminate customer feedback.
Provide management, in cross-department work groups, for customer experience and communications-oriented projects and events.
Manage two employees (one to be hired in mid-2019) and guide work planning, prioritization, and meeting performance objectives related to the department’s customer communications and customer experience goals and initiatives.  Provide ongoing professional growth opportunities, skills coaching, and overall performance management for direct report staff.
KNOWLEDGE, SKILLS & ABILITIES:
Strong working knowledge of all communications channels/media platforms and understanding of technological and marketing/communications innovations. Knowledge of industry trends, the use of technology and keeps abreast of industry best practices. Corporate communications knowledge and experience writing on behalf of leaders and elected officials. Knowledge of the techniques to monitor performance, and to improve customer satisfaction.

Strong project and time-management skills.  Crisis communications skills. Highly effective verbal and listening skills. Political savviness and diplomacy. Strategic thinker with ability to anticipate emerging issues. Fully proficient in the use of current MS Office suite applications (Outlook, Excel, Word, and PowerPoint). Convey clear messages in written and oral communication. Excellent proofreading skills for spelling, punctuation, and grammar. Skilled in Customer Relationship Management systems. Inspiring, collaborative and team-focused leadership. Skilled in problem solving and conflict resolution. Make sound decisions under pressure and respond calmly to emergencies.

Ability to multi-task, prioritize and advance immediate, unanticipated, medium and long-term projects in a con-current manner and on deadline.  Ability to work in and lead within a team structure and to value the skills and perspective offered by others.  Intellectual curiosity about effective customer communications at other airports and in related industries and the ability to bring new ideas forward for consideration. Ability to identify and achieve specified objectives and to possess an attitude seeking constant improvement and being open to change within a dynamic operating environment.

QUALIFICATIONS:
Combination of education and experience demonstrative knowledge, skills and abilities equivalent to:

Bachelor’s degree in Business or related field; and
Five (5) experience in leading teams in a large organization using a variety of technology to communicate with customers.

PREFERRED QUALIFICATIONS:Master’s degree; and
Ten (10) years of experience customer service providing strategic content and customer service strategies.

The Port of Seattle is an Equal Opportunity Employer, Affirmative Action Employer and is committed to diversity in the workplace. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

 

To apply for this job please visit www.portseattle.org.

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