PURPOSE: Recruit, train, manage and retain Airport Volunteers and expand the existing program of approximately 80 people. Provide comprehensive management of the therapy dog teams and the college student intern program.
ESSENTIAL FUNCTIONS: This list is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and duties performed. Essential duties and responsibilities may include, but are not limited to, the following: Recruit diverse, professional, volunteers for the program, develop promotional materials and provide content for Port website. Manage outreach efforts to include speaking to local communities and colleges to promote the program. Work with Customer Care Senior Manager to establish long-term program expansion metrics.
Maintain and update program guidelines and ensure volunteers understand the program's purpose and protocols. Develop and manage trainings that includes the initial volunteer onboarding training, the annual Customer Service Skills training (e.g. WE ARE curriculum), and trainings that involve airport knowledge.
Schedule daily shifts and location assignments. Arrange for on-going tours and behind-the-scenes previews to ensure volunteers have strong familiarity with the facility. Keep volunteers informed of airport events, announcements and meetings. Schedule airport volunteers for VIP and special airport events.
Create an atmosphere of teamwork and appreciation. Build and maintain continuous relationships throughout the community through outreach efforts and throughout the airport. Seek opportunities for feedback to continually improve and expand the program. Create intentional opportunities to thank and acknowledge the volunteers, to include the organization and execution of the annual Volunteer Recognition event (100-200 people).
KNOWLEDGE, SKILLS & ABILITIES: Must have the ability to gain a strong working knowledge of Seattle-Tacoma International Airport to include Airport Operations, airlines, tenants, Concessions, rental car agencies, Ground Transportation Operators, taxis, Uber, Lyft and any government agencies such as TSA, Customs, and Border Protection.
Skills in fostering positive working relationships with airline managers, and tenant managers. Skills in delivering outstanding customer service. Must possess well-developed communication skills, both verbal and written. Must have organizational, analytical and technical skills teamed with the ability to utilize sound judgment in decision-making and problem solving. Must have a thorough understanding of the difference between managing paid staff and a volunteer staff. Must have the skills to relate to diverse members of the team, the Port and the community.
Must be able to provide effective presentations to various interest groups. Must be able to work with internal customers of all levels, including peers, managers and directors. Must possess the ability to concurrently manage multiple complex projects and priorities. Requires strong interpersonal and conflict resolution abilities. Must be able to work independently, be self-sufficient to make decisions while also working as a contributing team member. Must have proficiency in MS Office Suite.
QUALIFICATIONS: Combination of education and experience demonstrating knowledge, skills and abilities equivalent to:
Associate’s degree; and
Five (5) years of Aviation-related experience, such as at a major airport in operations, with an airline, or related experience. Experience must includemanaging volunteers.
Five (5) years of experience in airlines, airport operations with customer service experience in a senior level position at a major airport;
Previous experience with volunteers and an understanding of customer relations needs and volunteer programs.
The Port of Seattle is an Equal Opportunity Employer, Affirmative Action Employer and is committed to diversity in the workplace. Minorities, women, veterans and individuals with disabilities are encouraged to apply.
About Port of Seattle
Founded in 1911, the Port of Seattle owns and operates Seattle-Tacoma International Airport, two cruise ship terminals, Fishermen’s Terminal—home of the North Pacific fishing fleet, a grain terminal, four public marinas, and manages a number of real estate assets for financial return and economic advantage.
The Port’s operations currently help create nearly 200,000 jobs and $7 billion in wages throughout the region. Over the next 20 years, the Port’s “Century Agenda” seeks to create an additional 100,000 jobs through economic growth while becoming the nation’s leading green and energy-efficient port. Learn more at www.portseattle.org.