AIRPORT CUSTOMER EXPERIENCE MANAGER (ADMINISTRATIVE OFFICER)
(Job Opening ID #523123)
Full-time position available with the Aviation Department, Marketing Division, located at 1 Kansas City Blvd. Normal Work Days/Hours: Monday-Friday 8:00a.m.-5:00p.m. with Mandatory Overtime may be required during emergencies.
This position is responsible for leading the customer experience team at Kansas City International Airport.
- Manages and delivers first line service support and escalations through to resolution.
- Oversees all training of the customer experience standardized trainings, processes, procedures and reporting.
- Engages with customers, and acts as a liaison between senior management and key stakeholders.
- Supervises day-to-day operations of the customer experience team.
- Creates and updates effective customer service procedures, policies, and standards.
- Develops and tracks customer satisfaction goals and coordinates with the Customer Experience team to meet goals on a consistent basis.
- Maintains accurate records and document all customer service activities and discussions.
- Hires and trains new Customer Experience Agents and Supervisors.
- Manages the approved budget of the Customer Experience section.
- Stays informed on the latest industry techniques and methods.
- Coordinates with stakeholders on opportunities for customer service initiatives and citywide events coming to KC.
- Champions opportunities to consistently improve the MCI Airport experience.
- Performs other duties as required
Important Information:
- Must pass 10-year TSA Background Check.
- Must possess valid Driver's License.
REQUIRES an accredited Bachelor’s degree and 3 years of professional experience in business or public sector administration to include at least 2 years performing administrative and/or supervisory work involving more complex projects or programs; OR an equivalent combination of qualifying education and experience with at least 2 years performing administrative and/or supervisory work involving more complex projects or programs.
Salary Starting at: $4,619/month
Application Deadline: March 26, 2026
Apply online at www.kcmo.gov/jobs. EOE. The City of Kansas City, Missouri is an equal opportunity employer committed to a diverse workforce.
