Job Description

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

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Job Description

The Airport Integrated Operations Center (AIOC) is our 24/7 customer-centric nerve center providing end-to-end visibility through a common operating picture. It is staffed with skilled teams and decision-makers who set the Daily Operations Plan, mitigate pain points, and share information to promote healthy airport operations. More than just a room with innovative technology, the AIOC embodies a mindset that drives daily operations to create a seamless and responsive travel experience. It aims to deliver an extraordinary customer experience through centralized operational control, enabling informed, data-driven decisions, and managing all reported issues with care, in collaboration with various partners to ensure safety, security, and a smooth guest experience.

The Customer Solutions Supervisor is part of a collaborative team responsible for managing airport operations within the AIOC. This role requires a highly motivated individual to oversee customer experience and service levels across all of SFOs customer-facing areas and touchpoints. Responsibilities include ensuring continuous provision of customer-facing services, coordinating with personnel from different areas to support operations, and maintaining high customer satisfaction during peak times and disruptions. The supervisor will communicate with customers, coordinate wayfinding adjustments, and collaborate with TSA, CBP, and other partners to proactively address customer issues. Additionally, they will manage the public-facing information program to educate the public about operational conditions, answer questions, and respond to complaints in coordination with SFO and AIOC staff.

The role involves working collaboratively with all AIOC personnel, Customer Care team members, and other SFO staff to monitor operations, solve problems, generate ideas, and share information across teams.

Essential Functions and Duties

• Serve as the customer advocate during normal and disrupted operations.
• Supervise and lead the team of Customer Solutions Coordinators to monitor and respond to customer concerns via various communication channels.
• Use appropriate communication channels to enhance the customer experience during normal and irregular operations.
• Monitor current and future operational conditions for potential disruptions and coordinate mitigation responses to maintain high customer satisfaction.
• Develop and maintain non-emergency mitigation plans related to the customer experience.
• Coordinate with ground transportation teams to respond to customer impacts from operational issues, adjusting signage, deploying field personnel, and liaising with partners.
• Collaborate with internal teams and external partners to anticipate, communicate, and respond to customer needs, including special mobility needs, and deploy response items like toiletries and diapers when needed.
• Liaise with federal partners such as TSA and CBP to promote positive passenger experiences and transparency.
• Coordinate with public-facing teams to ensure consistent communication tone and messaging.
• Respond to and resolve escalated customer issues using effective de-escalation techniques, including in-person resolution when necessary.
• Perform other duties as outlined for the 1306 Customer Service Representative Supervisor role.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Business Consulting and Services

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Current salary ranges reported: $234,000.00-$275,000.00 and $97,600.00-$200,600.00.

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