Manager, CX Hub presso Greater Orlando Aviation Authority

POSITION:                 Manager, CX Hub

DEPARTMENT:          Customer Experience

SALARY:                    $93,724.80 annual salary

LEVEL:                       L29

CLOSING DATE:       Friday, September 12, 2025

We are the Orlando International Airport! The Greater Orlando Aviation Authority (GOAA) operates MCO and the Orlando Executive Airport. Our airport is a world-class facility serving more than 55 million guests each year and growing. Orlando International Airport (MCO) is thelargest airport in Florida, the 9th busiest in the United States and the 17th inthe world ranked by the number of passengers in 2022 according to Airports Council International North America (ACI). The airportserves as a significant transportation resource, catalyst and hub in the Stateof Florida.  

We offer a comprehensive benefit package for full & part-time positions to include first day eligibility for health insurance, life insurance, paid vacation/sick/holiday, and growth opportunities (see details below). 

POSITION SUMMARY:

Manageand oversee the Customer Experience Hub (CX Hub) section of the CustomerExperience Department for the Greater Orlando Aviation Authority (AviationAuthority), monitor customer service provided via social media channels,employee website, and phone and paging. Assist with other customer experience initiatives to promote and enhancecommunication to exceed the expectations of our guests.    

MINIMUM REQUIREMENTS:

• BachelorDegree in Aviation Management, Business Administration, Communications,Marketing or related field, and four (4) years of experience serving as acommunications supervisor/manager, call center manager or an equivalentcombination of education, training and experience.
  

• Excellent oral and written communication 
  
• Ability to effectively analyze data to identify trends, patterns, etc.
  
• Strong knowledge and experience using a variety of communication channels
  
• A team player who easily builds relationships with internal and external customers
  
• Knowledge of airport and Aviation Authority’s structure, goals and objectives
  
• Ability to keep abreast of customer service principles and industry Best Practices to support delivery of the Orlando Experience®
  
• Excellent organizational skills and a natural multitasker
  
• An analytical mind with the ability to measure the performance of campaigns and draw meaningful conclusions
  
• Demonstrated ability to effectively manage and motivate staff
  
• Demonstrated ability to make decisions and resolve problems using established methods and procedures
  
• Must always represent the Aviation Authority in a professional and courteous manner
  
• Proficient in Microsoft office applications, Oracle desired
  
• Experience working in a call center environment or overseeing social media
  
• A second language is desirable
•  ValidFlorida driver’s license 

BENEFITS:

The Greater Orlando Aviation Authority offers a comprehensive benefits package.

• Paid Vacation, Holidays, Sick and Personal Leave Days
• Retirement Plan with Company Match
• Health, Dental and Vision Insurance
• Wellness Programs
• Short Term Disability Plan, Long Term Disability Plan and Life Insurance
• Education Reimbursement (Full-time Employees Only)
• Hybrid Work Schedule (for applicable positions) 
• Shift Differential (for applicable positions) 2nd Shift - $0.85 per hour & 3rd Shift - $1.00 per hour