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03/10/19 DIRECTOR, AIRPORT CUSTOMER EXPERIENCE Under the direction of the Assistant Vice President, Communications, Marketing and Customer Experience this position provides leadership, direction and oversight to the Airport Customer Experience team in the delivery of outstanding customer service to the passengers and guests at Nashville International Airport. Essential Job Responsibilities: Develops strategic plan for the department; Provides leadership and works with staff to create a work environment focused on outstanding customer service. Creates proactive Customer Experience initiatives to delight and surprise BNA passengers and guests. Develops policy and provide management oversight for the ACE volunteer program. Serves as first point-of-contact for staff and Leadership for customer service related issues. Supervises and monitor the Airport Customer Experience team, including setting annual performance standards. Serves as the Voice of the Customer (VOC). Tracks customer/passenger critical touch points and develops plans to improve the experience. Oversees, track and develop responses for customer comments. Web: http://careercenter.aaae.org/jobs/12083741
))#' "American Association of Airport Executives")