Position Title:

Airport Operations Manager – Customer Service Programs

Job Description:

Under the general direction of the Airport Assistant Operations Director, manages the Airport Volunteer, Airport Lost and Found and Pilot Pup programs. Coordinates customer service efforts in these programs for the Department of Airports.

Under the general supervision of the Airport Assistant Operations Director, researches and collaborates in the management of personnel and development of systems, programs, policies and procedures related to the operation of the Volunteer, Lost and Found and Pilot Pups programs and customer service functions of the Salt Lake City Department of Airports. Provides strategic planning and organizing, leadership and personnel management, employee training and development. Provides support and services to all divisions of the Department of Airports. Assists in the support of the emergency preparedness plans. This is a professional position requiring extensive experience and expertise in administration, airport operations, supervision, interpersonal relationships, customer service and public relations matters. This position requires the ability to exercise discretion in handling operationally sensitive information, uses analytical techniques in making sound recommendations and be familiar with department practices and policies.

About the Position:

This is a managerial position that could require after hours, uncompensated availability to respond to program operational needs.

This position will remain open until filled and may close at any time.

Position Salary Range:

$ 88,767 - $ 98,630 *based on qualifications and experience.

This position is eligible for full city benefits, including:

• Health Insurance (95% of premium paid by city)

• Dental, Vision and Life Insurance

• Paid vacation and personal leave

• Six weeks of paid parental leave from day 1 of employment

• Retirement contributions toward a pension plan and/or 401(k)

• A robust Employee Assistance Plan (EAP)

• Up to $4,000 tuition reimbursement annually

• Discounted supplemental benefits like pet insurance and legal services

TYPICAL DUTIES:

• Participates in planning and managing budget systems; prepares and presents budget recommendations to higher management; adjusts work plans/activities because of budget changes.

• Develops, administers and reviews policies and procedures which guide the Volunteer, Lost and Found and Pilot Pups programs and services which reflect the overall values of the organization and in accordance with departmental, state and/or governmental requirements and standards.

• Develops and improves relationships among various airport work groups by encouraging, developing and strengthening cooperation and leadership in inter-group relations and communications.

• Develops and implements goals and objectives for the Volunteer, Lost and Found, and Pilot Pup programs which reflect the mission of the organization. Conducts ongoing evaluation of the programs and services delivered by volunteers and employees and implements improvements as necessary.

• Develops and manages volunteer and employee assignments and position descriptions.

• Develops and implements effective strategies to recruit volunteers. Develops and implements volunteer interview protocols.

• Orients volunteers and provides training to increase understanding of the organization, customer needs, services and the role and responsibilities of the volunteers.

• Establishes and implements a process for evaluating the volunteers. Plans and implements formal and informal volunteer recognitions activities to recognize the contribution of volunteers to the organization.

• Provides the volunteers and employees with current information through various means of communication methods.

• Develop and maintain interpersonal, professional relationships with the volunteers to ensure they feel valued and supported and part of the airport team. Provides regular in person contact, to evaluate needs and maintain strong rapport and provide support.

• Develops, coordinates and manages the Lost and Found employee hiring, assignments, areas of responsibility, schedules, training, payroll and performance evaluations.

• Utilizes computer and associated software programs to prepare programmatic reports and daily operational records for Senior Managers which reflect incident coordination, issues in construction areas, equipment condition, staff efficiency and any other noteworthy operational events.

• Coordinates customer service training for employees and volunteers that creates an environment of airport customers feeling important and valued by exceeding their expectations at the Salt Lake City International Airport

• Research strategies and implements changes to improve the customer experience.

• Resolves and responds to customer service complaints, and provides information, assistance and direction to the traveling public and airport visitors.

• Provides needed assistance for special events, such as conventions, conferences, meetings or special organizational events with the Salt Lake City International Airport.

• Performs other related duties as assigned.

MINIMUM QUALIFICATIONS:

• Graduation from an accredited four-year college or university with a degree in aviation management, business administration, public administration, or a related field, and six (6) years of progressively responsible experience in managing staff or performing programmatic responsibilities. An equivalent combination of education and experience may be substituted on a year for year basis. (Experience in an Aviation related environment is not required for Customer Service position.)

• Ability to analyze situations quickly and objectively and determine a proper course of action to be taken in high stress and emergency situations. Ability to plan and coordinate multiple activities simultaneous.

• Ability to communicate courteously and effectively with employees, tenants, customers and the public, representatives from other agencies, dignitaries and government officials. Demonstrated ability to communicate effectively orally and in writing and to use a computer and associated aviation and office software programs.

• Possession of valid state driver’s license or Utah driving privilege card in order to drive Airport Operations vehicles.

  Preferred Qualifications:

• AAAE CM or AAE Certification

• Experience at a medium or large hub airport with thorough knowledge of aviation industry with emphasis on airport operations.

• Experience developing and delivering training programs

• Experience with interviewing and hiring individuals

  Working Conditions:

• Moderate physical activity as needed to push, pull and lift medium weights. Intermittent sitting, standing and walking. Considerable exposure to excessive noise, extreme elements of weather, dust, fumes, and other elements to be expected in an airport environment.

• Considerable exposure to stress as a result of human behavior, operational, security or weather-related crisis.

• Required to occasionally work non-traditional hours to accommodate different shifts or operational events and programs.

  Additional Information:

We are committed to fostering a diverse and inclusive workplace and encourage individuals from all backgrounds to apply. The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

POSITION SALARY RANGE

$ 88,767 - $ 98,630 *based on qualifications and experience.

DEPARTMENT

Airport

Full Time/Part Time:

Full time

Scheduled Hours:

40

Need help applying? Please call our Recruitment team at 801-535-6699 or email careers@slc.gov .

BENEFITSFull-Time roles with Salt Lake City Corp are eligible for a generous, robust benefits package including:

• Health Insurance (95% of premium paid by city)

• HSA or Flex Account (HSA – City contributes $1,000 - $2,000 annually into account, no match required)

• Dental, Vision and Life Insurance

• City-paid retirement contributions toward a pension plan and/or 401(k)

• A robust Employee Assistance Plan (EAP)

• Up to $4,000 tuition reimbursement annually

• Discounted supplemental benefits like pet insurance and legal services

• Wellness clinic for employees and their families

Paid Time Off

• 12 vacation days to start

• 12 paid holidays & 1 personal holiday

• Up to 80 hours of personal leave annually

• 6 weeks of paid parental leave to all new parents

• Additional time off credit possible for rehires or new hires coming from another public jurisdiction

VETERAN EMPLOYER:

Salt Lake City is proud to be a partner of the Utah Patriot Program, providing employment opportunities for Veterans, Military and spouses. We are also a proud National Service Partner.

ABOUT SALT LAKE CITY CORP

Our Salt Lake City family serves a population of over 200,000. As an Equal Opportunity Employer, the City is committed to providing resources, access, and opportunity to all and continue to recruit and retain talented people from all backgrounds. Our employees make a real difference with the work they do every day and are actively shaping our beautiful City's future.

We aspire to shape a better community and workplace, and as such, we are committed to pay equity. We are proud to have achieved gender pay equity as a leader in the Utah community by creating a workplace where there is equal opportunity for all.

The City is committed to the full inclusion of all qualified individuals. As part of this commitment, Salt Lake City will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at 801-535-7900.