Manager Customer Service and Accessibility

About the Role

Key Responsibilities

• Support MATAR customer experience strategic objectives to provide a continuous path of improvement for airports in the area of accessibility for passengers with disabilities.
• Develop and implement policies, programs and processes that demonstrate a continuous evolving strategy to measure, evaluate, and improve HIA accessibility management and culture.
• Deliver customer-oriented metrics and analytics by evaluating available data and methods to select measurements, reports and metrics that provide clear and valuable insights about customer needs and satisfaction.
• Drive innovation in service delivery, leveraging technology to improve responsiveness and inclusivity.
• Manage and take end to end ownership of customer service strategy for MATAR Terminal Operations and develop and implement customer service policies, standards, and procedures to maintain or increase customer satisfaction.
• Support terminal operations shift leaders to monitor and manage the day-to-day delivery of customer service policies, standards, and procedures to maintain or increase customer satisfaction.
• Manage, control and monitor the training programs (customer service & accessibility) for MATAR employees and stakeholders to ensure their skills and knowledge contribute to maintain and improve customer satisfaction.

About You

• Relevant College or University qualification to min bachelor's level or equivalent.
• Minimum 8 years of relevant experience.
• Proven senior influencing and relationship management skills that demonstrate ability to balance and manage diverse stakeholder interest.
• Strategic thinker and change agent with ability to challenge current practices and to generate support for and drive through change.
• Strong people management, creates an empowering environment, encouraging individual ownership and initiative.
• Managerial skills including ability to delegate work, set clear direction and manage workflow, strong mentoring and coaching skills, ability to train and develop subordinates' skills, and ability to foster teamwork among team members.