Customer Experience Operations Manager

Location: Leeds
Department: Customer Experience
Job Type: Full time
Contract Type: Permanent

Our clients' customer operations are central to ensuring passengers can move through the airport safely, efficiently, and accessibly. As Customer Experience Operations Manager, you will be responsible for the delivery of customer-facing operations across the airport, with a particular focus on ensuring air travel is accessible for all, that customer experience vehicles are maintained and compliant, and every passenger has a positive customer experience from arrival to departure of the airport premises.

Working alongside other Operational Managers and Leaders, you will lead customer operations teams to deliver a consistent and well-managed experience for every passenger. You will act as the point of contact for customer operations matters, ensuring services are organised, compliant, and aligned to the needs of the operation and the customer.

You will be joining one of the UK s fastest-growing regional airports. Living their values to Be the Best, Work as One Team, and Do the Right Thing, you will help ensure customer operations support both day-to-day performance and the airport s continued growth.

What your Day-to-Day will Feel Like

In this role, you will be responsible for making sure customer operations across the airport work as they should, every day. Your focus will be on ensuring services are planned, staffed, and supported so that passengers can move through the airport confidently, including those who require additional assistance.

You will work alongside our existing Customer Experience Operations Manager to lead Customer Experience Supervisors and their teams, ensuring they are clear on expectations and supported to deliver a consistent experience. This includes oversight of Assisted Travel services, customer-facing operations, and landside activity, making sure processes are followed and services remain organised and responsive to demand.

You will work closely with other operational leaders and business partners across the airport, acting as the central point of contact for customer operations matters. Through this, you will help identify where the customer journey can be improved and ensure changes are implemented in a way that supports both accessibility and operational flow.

What is in it for You

• Salary: Competitive, reflecting the responsibility of managing Assisted Travel operations.
• Hours & Working Pattern: Full-time, based on a standard working week with flexibility to support operational needs.
• Unique Experience: Work in a high-profile, purpose-driven role at a fast-growing regional airport, where you are empowered to lead, trusted to make decisions, and drive improvement independently while collaborating with teams and external partners to make air travel accessible to all.
• Company benefits pension, annual bonus, and generous annual leave

What They're Looking For

They're looking for an experienced operational manager who can take responsibility for customer-facing services in a live airport environment. You will bring:

• Experience leading supervisors and frontline teams within a customer or operational setting.
• A strong understanding of day-to-day operational management, including resource planning and service oversight.
• Experience managing Assisted Travel or accessibility-focused services, or a clear commitment to making air travel accessible to all.
• Confidence owning compliance, safety, training, and qualification requirements in a regulated environment.
• Experience working with third-party providers and internal business partners to deliver joined-up operations.
• The ability to take ownership of customer operations issues and see them through to resolution.
• A customer-focused mindset, using feedback and operational insight to improve how services are delivered across the airport.

Your Application Journey

They're excited to hear from candidates who are ready to contribute to the success of their organisation. To apply, submit your application online via this portal, completing all required sections.

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