Customer Experience Operations Manager

Leeds Bradford Airport; Leeds; On-site; GBP 80,000 - 100,000; Full time

Job summary

A regional airport in the UK is seeking a Customer Experience Manager to oversee day-to-day operations and ensure excellent service delivery. The ideal candidate will have experience leading teams and managing operational processes, particularly in accessibility-focused services. This full-time permanent role offers competitive salary, benefits, and a unique chance to be part of improving air travel accessibility alongside a dedicated team.

Benefits

Pension

Annual bonus

Generous annual leave

Qualifications

• Experience leading supervisors and frontline teams within a customer or operational setting.
• Strong understanding of operational management and resource planning.
• Experience managing Assisted Travel or accessibility-focused services.

Responsibilities

• Ensure customer operations across the airport run smoothly.
• Lead customer experience supervisors and their teams.
• Identify improvements for the customer journey.

Skills

Leading teams

Operational management

Customer-focused mindset

Compliance and safety

Job description

Location: Leeds Bradford Airport
Department: Customer Experience
Job Type: Full time
Contract Type: Permanent

What Your Day-to-Day Will Feel Like

In this role, you will be responsible for making sure customer operations across the airport work as they should, every day. Your focus will be on ensuring services are planned, staffed, and supported so that passengers can move through the airport confidently, including those who require additional assistance.

You will work alongside our existing Customer Experience Operations Manager to lead Customer Experience Supervisors and their teams, ensuring they are clear on expectations and supported to deliver a consistent experience. This includes oversight of Assisted Travel services, customer-facing operations, and landside activity, making sure processes are followed and services remain organised and responsive to demand.

You will work closely with other operational leaders and business partners across the airport, acting as the central point of contact for customer operations matters. Through this, you will help identify where the customer journey can be improved and ensure changes are implemented in a way that supports both accessibility and operational flow.

What Is In It For You

• Salary: Competitive, reflecting the responsibility of managing Assisted Travel operations.
• Hours & Working Pattern: Full-time, based on a standard working week with flexibility to support operational needs.
• Unique Experience: Work in a high-profile, purpose-driven role at a fast-growing regional airport, where you are empowered to lead, trusted to make decisions, and drive improvement independently while collaborating with teams and external partners to make air travel accessible to all.
• Company benefits pension, annual bonus, and generous annual leave.

What Were Looking For

• Experience leading supervisors and frontline teams within a customer or operational setting.
• A strong understanding of day-to-day operational management, including resource planning and service oversight.
• Experience managing Assisted Travel or accessibility-focused services, or a clear commitment to making air travel accessible to all.
• Confidence owning compliance, safety, training and qualification requirements in a regulated environment.
• Experience working with third-party providers and internal business partners to deliver joined-up operations.
• The ability to take ownership of customer operations issues and see them through to resolution.
• A customer-focused mindset, using feedback and operational insight to improve how services are delivered across the airport.

Your Application Journey

We're excited to hear from candidates who are ready to contribute to the success of Leeds Bradford Airport. To apply, submit your application online via this portal, completing all required sections.