Customer Experience Manager

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.

About us:

At the Port of Portland, we use everything we have - our three airports, four marine terminals, five business parks, and all the resources, expertise, and experience behind them - to move with purpose, connecting people with powerful opportunities and creating value for our region. We know that every person we hire, business we work with, contract we sign and decision we make is a chance to make someone's life better. And we'll use our power and influence to pull down barriers, unlock new opportunities, ensure more people share in our region's success and include those who have been excluded in the past. With YOUR help - together with our partners, customers, and community - we'll help drive meaningful change!

Do you have questions about this job?

Contact us: careers@portofportland.com

Safety: The Port promotes safety as a guiding principle and practice in accomplishing work by complying with safety and health policies and procedures and consistently seeking improvements that support operational excellence.

Diversity and Inclusion: At the Port, we don't just accept difference; we value and support it to create a culture of inclusiveness and fun. We are proud to be an Equal Opportunity Employer.

EEO/Affirmative Action Policy Statement: The Port of Portland is dedicated to maintaining and improving a work environment, which extends equal opportunity to all individuals, regardless of their race, color, sex, age, religion, national origin, marital status, veteran status, disability or sexual orientation. Employment decisions shall be made in such a manner as to further the principle of equal employment opportunity and to comply with state, federal and local laws. We affirm through this policy statement our continuing commitment to the principles of nondiscrimination and affirmative action.

Veterans Preference: Under Oregon law, qualified veterans may be eligible for veterans preference when applying for Port of Portland positions. If you are a veteran and would like to be considered for a veterans preference for this job, please provide the qualifying documents as instructed during the application process.

Background Checks and Drug Testing: The Port of Portland will conduct background checks and/or drug tests for positions where such tests are required by regulation and for other safety-sensitive positions.

ADA Accommodation: Accommodations will be considered for applicants or candidates with a qualifying disability that prevents them from participating in this process. Accommodations will be made where the Port can reasonably do so without imposing an undue hardship on the business or compromising the integrity of the recruitment process. An applicant with any disability who believes that they need an accommodation should contact Human Resources: call 503-415-6690 or email careers@portofportland.com.