Job Details

The Port of Portland is Hiring for a Customer Experience Manager!

Are you passionate about giving customers a delightful and memorable experience? Do you love digging into the details to find innovative solutions to complex challenges? Are you excited about combining data-derived insights with brand-conscious concepts to develop successful programs? If so, we have the perfect opportunity for you! At the Port of Portland, we're on a mission to lead the customer experience into the future!

Your Role: We are seeking an individual to lead and own the customer experience at Portland International Airport (PDX) across the landside, terminal, and airside domains. This position has responsibility for setting strategies, developing, measuring, and improving existing programs, creating innovative new programs, and anticipating what our travelers, airport employees, and visitors need for a delightful PDX experience. Working often through others, this position ensures that we are delivering our PDX brand promise. If you're ready to embark on a journey of professional growth while working with a team to provide the best customer experience at the Port of Portland, apply now! Elevate your career with us!

We offer a flexible hybrid schedule that combines work-life balance with team collaboration. You'll be in the office Tuesday through Thursday to engage with colleagues and support our business lines, with the flexibility to work from home on Mondays and Fridays.

• Lead the strategy, build business plans, and develop programs impacting the PDX guest and tenant-employee experience.
• Manage and track disposition of customer feedback and monitor responsiveness.
• Team leadership.
• Lead Aviation's participation in PDX brand-related activities.

Education and Experience

• Bachelor's degree required.
• Minimum 5 years of experience in a multi-stakeholder public-facing entity with significant operational involvement, team leadership, program delivery, strategy definition, strategic communication, and project execution aspects.
• Minimum 3 years of demonstrated experience in the hiring, motivation, coaching, development and overall leadership and management of a team is preferred.
• Minimum 1 year of experience selecting, managing, and directing consultants and related individuals is preferred.

OR;

• Any combination of education and experience that demonstrates the ability to perform the job duties.
• Certified Member or Accredited Airport Executive - American Association of Airport Executives, preferred.
• Project Management Professional - Project Management Institute, preferred.

Demonstrated Skills & Abilities

• Advanced understanding of how to develop customer experience strategies and how to implement them in complex managerial and operational environments.
• Advanced knowledge of the full range of hospitality, brand management and good business practices in the areas of customer experience, operations, and accessibility.
• Advanced program development, delivery, and monitoring skills.
• Advanced relationship building skills among customers, vendors, and partners.
• Senior level communication, leadership, and analytical skills.

Security

Employees in this position may be required to successfully pass and maintain security clearance relevant to assigned duties such as SIDA (Security Identification Display Area).

Compensation

Our organization adheres to established salary ranges for each position to ensure equitable pay practices. However, final offers are determined based on various factors, including the candidate's experience, qualifications, and considerations of internal pay equity.

SELECTION PROCESS (tentative schedule):

1. A minimum qualification evaluation of education, training, and experience of submitted application packets will take place by Human Resources the week of February 3, 2025.
2. A Subject Matter Expert (SME) Panel will perform an evaluation of experience and training taken from your employment application materials.
3. Our goal is to schedule virtual first round of interviews with candidates who successfully passed the SME evaluation as soon as possible.