Director, Airport Customer Experience


Director, Airport Customer Experience

Director, Airport Customer Experience

    September 2, 2021    By admin

  •   Full Time
  •   Nashville, TN

The Director, Airport Customer Experience is responsible for providing leadership, direction and oversight to the Airport Customer Experience team in the delivery of outstanding customer service to the passengers and guests at Nashville International Airport.


  • Develops a strategic plan for the department that creates proactive Customer Experience initiatives to delight and surprise BNA passengers and guests through the ACE Volunteer Program and the Airport Customer Experience team.
  • Serves as first point-of-contact for staff and Leadership for customer service-related issues.
  • Serves as the Voice of the Customer (VOC); tracks customer/passenger critical touch points and develop plans toimprove the experience.
  • Provides leadership and works with staff to create a high performance, service-oriented work environment thatsupports the Nashville airport experience.
  • Carries out supervisory responsibilities in accordance with the Authority’s policies and applicable laws.Responsibilities include interviewing, hiring, coaching/mentoring staff, planning and directing work, appraisingperformance and resolving problems.
  • Creates, interprets and enforces policies, regulations, and practices as required.
  • Oversees, tracks and develops monthly reports based on customer feedback.
  • Conducts and leads annual customer service training with staff.
  • Oversees customer service survey and results, as well as implementation of findings.
  • Leads internal customer experience task force.
  • Serves on the social media team and serves as lead for customer service-related issues.
  • Coordinates with others to develop and administer the departmental budget, including invoice processing.
  • Supports MNAA’s commitment to its culture and values, including Respect, Integrity, Service and Excellence (RISE).
  • Performs other duties as assigned.


  • Bachelor’s Degree in Communications, Business, Hospitality or related field.
  • Five (5) years of experience in communications/customer service/public service environment.
  • Five (5) years of supervisory experience.

Accepting Applications until filled

Salary Range: $82,366 – $112,063



How to apply:

Apply by visiting:

Human Resources, 140 BNA Park Drive, Suite 520, Nashville, TN 37214 | (615) 275-4250 |

Hours: Monday – Friday, 8 a.m. – 5 p.m.


To apply for this job please visit

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