City of Austin - JOB DESCRIPTION

Airport Chief Officer - Experience and Performance

Reporting to the Airport Chief Executive Officer, this position operates with a high level of autonomy and provides oversight and direction for the department’s strategic short- and long-term planning, passenger and employee experience, performance management, audit services, and multiple support business units. 

1. Provides overall leadership and direction for the passenger experience, human capital, performance management, strategic planning, community partnerships, audit services, and multiple support business units.
2. Leads and oversees the implementation of an enterprise-wide customer experience strategy that provides world-class services to travelers using the airport.
3. Increases passenger satisfaction and overall profitability through improved execution of customer service capabilities and activities.
4. Drives performance by executing, implementing, and integrating business models, best practices, and systems to optimize service delivery.
5. Executes, maintains, and enhances the passenger and employee experience through focus on employee engagement, culture, talent acquisition, and process development.
6. Sets direction and achieves desired results for superior passenger experience, talent management, and execution of the strategic direction.
7. Ensures compliance with Federal, State, Local, and industry regulations.
8. Cultivates partnerships with airport business partners and stakeholders to improve the passenger experience.
9. Provides development and deployment of strategies/plans that meet customer needs and to continuously improve performance levels for the airport.
10. Represents the department’s interests in policy, aviation, and technical issues with governmental/regulatory agencies, boards, councils, commissions, and oversight bodies.

Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

• Knowledge of Local, State, and Federal laws, regulations, and ordinances affecting the department.
• Knowledge of strategic business planning, organizational change strategies, and performance measurement to achieve business excellence.
• Skill in fiscal planning, developing and preparing budgets.
• Skill in managing and allocating financial and human resources to execute operational and business plans.
• Skill in establishing and maintaining effective working relationships with City employees, City Council, media, and the public.
• Skill in leading and managing a diverse workforce including department employees and contractors in an airport environment.
• Ability to design short- and long-term strategies/programs that are scalable and efficient in a large and complex organization.
• Ability to develop, implement, and administer goals, objectives, and procedures for providing effective and efficient services for the department and City of Austin.
• Ability to address customer-evolving expectations.
• Ability to work with and coordinate between multiple City departments and internal business units to meet goals and objectives.
• Ability to make decisions and develop innovative approaches to deal with frequent change, unexpected events, conflict, and uncertain situations.
• Ability to communicate effectively both verbally and in writing, and develop and deliver public presentations, and act as the corporate spokesperson when incidents involving operations occur.

• Graduation with a Bachelor’s degree from an accredited college or university in Public or Business Administration, Aviation Management, Finance, Engineering, or in a field related to the job, plus at least eight (8) years of senior-level experience at airports, airlines, or comparable organizations, including six (6) years of experience which were in a managerial or executive capacity.
• Graduation with a Master's degree from an accredited college or university may substitute for two (2) years of the required experience up to a maximum of two (2) years.