Director of Customer Care

Website San Francisco International Airport

San Francisco International Airport (SFO), a world-class and complex airport, is recruiting for an exceptional leader to serve as the Director of Customer Care.  With nearly 58 million guests travelling through the Airport each year, the entire SFO team (Airport employees and partners) are focused on “Revolutionizing the Passenger Experience” and becoming a leader in delivering best in class customer care. This newly created position will report to the COO and be responsible for enhancing the Airport’s existing programs and implementing new programs that proactively anticipate and respond to all categories of customers, with an emphasis on the traveling guest in a holistic and collaborative manner with all SFO employees and Airport partners.

A national search is on for this forward-thinking, pragmatic, customer experience leader who combines the education, performance track record, drive, innovation and passion to make San Francisco International Airport the model for Customer Care excellence nationally. The ideal candidate will possess a strong background and commitment to the importance of customer care within the transportation, hospitality and leisure, retail or a closely related industries that value and focus on the customer experience. Airport related experience would be beneficial but is not essential.

If you want to be part of revolutionizing the guest experience and add your customer care expertise to a world class organization, this is the job for you! Qualified individuals are invited to review the profile at and submit your resume and a thoughtful letter of interest that outlines what you would bring to the San Francisco International Airport as the Director of Customer Care.  As of December 28, 2019, the normal salary range is $155,948 to $199,030. Appointments above this range, up to $230,412 annually based on experience/qualifications, may be considered for a top candidate and require a special approval process.  For additional information, visit: City’s Benefit Package

For more information on SFO, visit and for a detailed job profile visit,

Please submit a resume and cover letter electronically as soon as possible to The position is open until filled. Application materials received by January 10, 2020 will receive first consideration.

Confidential inquiries are encouraged and should be directed to Bill Hawkins at 310-348-8800, or Todd Hawkins at 213-300-9342,


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