Customer Solutions Supervisor - Airport Integrated Operations Center (aioc) - SFO (1306) - 158816

Customer Solutions Supervisor - Airport Integrated Operations Center (AIOC) - SFO

The Airport Integrated Operations Center (AIOC) will be our 24/7 customer centric nerve center with end-to-end visibility through a common operating picture. The AIOC will be staffed with skilled teams and decision makers that set the Daily Operations Plan, mitigate pain points and share information to promote healthy airport operations. The AIOC will be more than a room with innovative technology and skilled operators; it is a mindset that drives our day-to-day operation to create a seamless and responsive travel experience for everyone. The AIOC will create an extraordinary customer experience through centralized operational control - enabling informed, data-driven decisions and managing all reported issues with care, while working in collaboration to provide a safe, secure, and seamless guest experience.

The Customer Solutions Supervisor is part of a collaborative team responsible for driving and managing airport operations within the AIOC. This role requires a highly motivated individual looking to serve as a Customer Solutions Supervisor in the AIOC to bolster the organization's objective to enhance, advance, and drive all operational activities at SFO to improve the customer experience. Under direction from the Current Operations Team Leader, this individual will oversee the customer experience and service levels in all of SFO's customer-facing areas and touchpoints. This includes ensuring continuous and uninterrupted provision of customer-facing services and systems by coordinating with personnel from specialty areas to respond or act as needed to support the operation.

This position is also responsible for sustaining high levels of customer satisfaction during heavy congestion, peak travel, irregular operations, and unanticipated system or operational interruptions that negatively affect a customer's journey or airport experience. The Customer Solutions Supervisor will accomplish this by communicating with customers, coordinating wayfinding adjustments, and collaborating with the TSA, CBP, and other external partners to proactively anticipate and respond to customer issues. They will also administer the public-facing information program for the AIOC to educate the general public about operational conditions at SFO, answer customer questions, and proactively respond to customer complaints in concert with SFO and AIOC personnel.

The Customer Solutions Supervisor is an integrated member of the AIOC and is expected to work collaboratively with all AIOC personnel in addition to Customer Care team members and other SFO staff to monitor and manage operations, solve problems, generate innovative ideas, and share information across SFO teams.

Essential functions and duties include:

• Serve as the customer advocate in the AIOC during both normal operations and periods of operational disruption.
• Supervise and lead team of Customer Solutions Coordinators to monitor and respond to customer concerns via social media, email, web, text, and more, to provide the highest quality of service.
• Utilize appropriate communication channels to enhance the customer experience when opportunities are available and appropriate, during both normal and irregular operations.
• Monitor current and anticipated future operational conditions for potential disruptions to the customer experience, and proactively coordinate mitigation responses and plans as necessary to promote high levels of customer satisfaction throughout the customer journey.
• Contextualize the customer impacts of operational disruptions and outages across the AIOC; develop, maintain, and own the non-emergency mitigation plans related to the customer experience.
• Coordinate with AIOC Asset Coordinators and relevant personnel to monitor status of ground transportation such as parking and hotel shuttles, taxis, and AirTrain and respond to customer impacts from operational issues; maintain a high-level of customer care by adjusting wayfinding signage, deploying field personnel, and liaising with internal and external partners.
• Collaborate with AIOC personnel and SFO Customer Care to proactively anticipate, communicate, and respond to customer needs, including special mobility and other functional needs; deploy and coordinate response to customer issues and distribution of items such as toiletries, overnight kits, and diapers when appropriate.
• Proactively liaise with SFO's Federal partners, such as TSA and CBP, based on forecasted and actual operational conditions to promote positive passenger experiences at checkpoints; continuously promote transparency between the AIOC and TSA/CBP.
• Liaise with SFO public-facing teams, such as Marketing & Communications, Airport Public Information Officer, and the Customer Care team to provide a consistent SFO tone and voice when communicating with customers.
• Directly respond to and resolve escalated customer issues by employing effective de-escalation techniques, including active listening, empathy, and clear communication. When necessary be dispatched to the customer site to address concerns in person and ensure a positive resolution.
• Perform other functions outlined in the 1306 Customer Service Representative Supervisor job classification.