Supervisor, Customer Experience

About the role

The Supervisor, Customer Experience role is a dynamic and impactful position that plays a crucial part in enhancing the overall customer journey. You'll be at the forefront of managing and inspiring a team of Customer Experience Specialists and Lost and Found staff, ensuring they deliver exceptional service. By coaching, counseling, and mentoring your team, you'll help them grow and excel while upholding company policies and procedures, including taking necessary disciplinary actions when required.

In this role, you'll create, update, and maintain schedules, manage time-off requests, and make real-time adjustments to ensure smooth operations. You'll ensure all working locations—such as information booths, ticketing lobbies, international arrivals, and taxi stands—are adequately staffed and running efficiently. You'll also oversee the MAC customer experience program, ensuring its foundational elements are meticulously followed. Additionally, you'll engage with key stakeholders by attending MAC and MSP meetings, contributing to the continuous improvement of customer experiences.

Responsibilities

• Customer Experience
  • Ensures customer experience standards are met (Four MAC Customer Experience pillars: knowledgeable and courteous, wayfinding, accessibility, minimizing wait times).
  • Trains and develops employees on customer service and procedural expectations.
  • Displays professional, pleasant, and enthusiastic behavior when interacting with customers and staff.
  • Responds to and follows through on customer complaints received by the Customer Experience Department.
• Administrative
  • Assists the Manager, Customer Experience in day-to-day oversight of the Customer Experience Specialists (CES) and Lost and Found work groups, including administrative duties.
  • Coordinates and maintains up-to-date employee work schedules, including the bidding process, vacation requests, shift trades, sick calls, etc., to ensure proper staffing.
  • Assists the Manager of Customer Experience and Human Resources with hiring, promoting, discipline, and discharging employees.
  • Approves employee payroll.
• Supervisory
  • Maintains a high degree of integrity, ethics, and fairness.
  • Provides information on procedures, policies, and objectives to CES staff.
  • Coaches, guides, directs, counsels, develops, disciplines, and trains CES staff.
  • Conducts daily shift briefings with employees.
  • Recognizes and promotes employee achievements.
  • Completes employee performance reviews and conducts performance review discussions.
  • Ensures staff adheres to the standards and expectations established by the Customer Experience department and the MAC.
• Technical
  • Ensures the CES daily route checklist is completed and issues identified are followed up on to conclusion.
  • Trains new hires on MAVIS, eSecure, XOVIS, and other computer systems as needed.
  • Uses communication assistive applications, including translation and video relay interpretive services.
  • Completes daily reporting for various shifts, including customs, lobby, and wait times reporting.
  • Oversees irregular operations procedures as needed.

Requirements

• Competencies
  • First Level Leader or Supervisor
  • Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
  • Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
  • Directs Work – Providing direction, delegating, and removing obstacles to get work done.
  • Ensures Accountability – Holding self and others accountable to meet commitments.
  • Drives Results – Consistently achieving results, even under tough circumstances.
  • Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
  • Manages Conflict – Handling conflict situations effectively, with a minimum of noise.
  • Values Differences – Recognizing the value that different perspectives and cultures bring to an organization.
  • Builds Effective Teams – Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
  • Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences.
  • Drives Engagement – Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
  • Courage – Stepping up to address difficult issues, saying what needs to be said.
  • Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Required Experience (must have one of the following)
  • Two years of previous supervisory experience, or
  • One year of experience as a MAC Customer Experience Specialist, or
  • Completion of the MAC Supervisory Skills Development Program within the last four years (certificate must be attached).
• Minimum Requirements
  • High school diploma or GED.
  • Experience effectively resolving conflicts.
  • Experience cultivating a team environment.
  • Possess a positive attitude and be self-motivated.
  • Experience maintaining confidential and private information.
  • Excellent written and verbal communication skills; articulates information in a concise and timely manner.
  • Basic skill level using Microsoft Word, Excel, and Outlook.
  • Able to work independently with minimal supervision.
  • Ability to walk and stand for extended periods of time.
  • Available to work weekends, holidays, days, evenings, and nights.
• Desirable Requirements
  • Experience working at MSP airport and familiarity with the airport campus or related airline/aviation experience.
  • Associate degree.
  • Experience enforcing policies and/or ordinances.
  • Ability to communicate effectively in a second language.
  • Experience assisting people with disabilities.