Customer Experience Operations Manager

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

Job summary

A rapidly growing regional airport in the UK is seeking a Customer Experience Operations Manager to lead customer-facing operations and ensure air travel accessibility for all. This role involves managing supervisors and frontline teams, coordinating services, and collaborating with operational leaders to enhance the passenger experience. Ideal candidates will have strong operational management experience and a commitment to improving accessibility and service delivery. The position offers competitive compensation and the opportunity to work in a dynamic environment.

Benefits

Competitive salary

Pension

Annual bonus

Generous annual leave

Qualifications

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

Responsibilities

• Ensure customer operations are running smoothly every day.
• Lead customer operations teams for a consistent experience.
• Act as the central point of contact for customer operations matters.

Skills

Leadership

Operational Management

Customer Service

Resource Planning

Job description

Job Advert

Customer Experience Operations Manager

At Leeds Bradford Airport, customer operations are central to ensuring passengers can move through the airport safely, efficiently, and accessibly. As Customer Experience Operations Manager, you will be responsible for the delivery of customer-facing operations across the airport, with a particular focus on ensuring air travel is accessible for all, that customer experience vehicles are maintained and compliant, and every passenger has a positive customer experience from arrival to departure of the airport premises.

Working alongside other Operational Managers and Leaders, you will lead customer operations teams to deliver a consistent and well-managed experience for every passenger. You will act as the point of contact for customer operations matters, ensuring services are organised, compliant, and aligned to the needs of the operation and the customer.

You will be joining one of the UK’s fastest-growing regional airports. Living our values to Be the Best, Work as One Team, and Do the Right Thing, you will help ensure customer operations support both day-to-day performance and the airport’s continued growth.

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 We’re 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