Customer Experience Operations Manager

Leeds Bradford Airport; Yeadon; 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, ensuring a positive experience for all passengers, including those needing assistance. You'll lead teams, manage compliance, and work with partners to enhance service delivery at a high-profile airport. This role offers competitive pay and generous benefits while contributing significantly to the airport's success.

Benefits

Competitive salary

Pension benefits

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, including resource planning and service oversight.
• Experience managing accessibility-focused services.

Responsibilities

• Ensure customer operations deliver a consistent experience for every passenger.
• Lead customer operations teams and act as the point of contact for customer operations matters.
• Identify improvements in the customer journey and implement changes.

Skills

Leadership

Operational management

Customer experience focus

Compliance and safety management

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 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.