Customer Experience Operations Manager

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

Job summary

A regional airport in the UK is seeking a Customer Experience Operations Manager to oversee customer-facing operations and ensure accessible air travel for all passengers. In this full-time role, you will lead customer operations teams, manage compliance and safety, and act as a key point of contact for service improvements. Ideal candidates will possess leadership experience in operational settings and a strong commitment to enhancing the customer journey. Attractive company benefits include a pension, annual bonus, and generous leave.

Benefits

Pension

Annual bonus

Generous annual leave

Qualifications

• Experience leading supervisors and frontline teams within a customer or operational setting.
• A strong understanding of day-to-day operational management.
• Experience managing Assisted Travel or accessibility-focused services.

Responsibilities

• Lead customer operations teams to deliver a consistent and well-managed experience.
• Ensure services are planned, staffed, and supported for passengers requiring assistance.
• Act as the central point of contact for customer operations matters.

Skills

Leading supervisors and frontline teams

Operational management

Managing Assisted Travel services

Compliance and safety oversight

Customer-focused mindset

Job description

Overview

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. You will lead customer operations teams, act as the point of contact for customer operations matters, and ensure 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.

Responsibilities

• Lead customer operations teams to deliver a consistent and well-managed experience for every passenger, including oversight of Assisted Travel services, customer-facing operations, and landside activity.
• Collaborate with the existing Customer Experience Operations Manager to ensure supervisors and their teams are clear on expectations and supported to deliver a consistent experience.
• Ensure services are planned, staffed, and supported so that passengers can move through the airport confidently, including those who require additional assistance.
• Act as the central point of contact for customer operations matters and work with other operational leaders and business partners to identify improvements to the customer journey and implement changes that support accessibility and operational flow.

Qualifications

• 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 own customer operations issues and drive them through to resolution.
• A customer-focused mindset, using feedback and operational insight to improve how services are delivered across the airport.

Benefits

• 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, 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.