Customer Relations Program Specialist

Welcome to San Diego International Airport, where our core purpose is to create an exceptional experience for both our community and visitors from around the world. It extends beyond just flights; we embody the vibrant spirit of San Diego itself—sunny, welcoming, and full of life. We are committed to attracting, fostering, and empowering a team of talented individuals who can deliver our strategic goals:

• Advance Airport Development
• Transform the Customer Experience
• Optimize Ongoing Business
• Cultivate Our Culture

Here, you’ll find a workplace culture that is anchored in our collective mindsets: collaboration, empathy, inclusivity, thoughtful decision-making, active listening, and always believing the best in people. If you are ready to contribute to a team that values meaningful impact and enjoys the journey along the way, we invite you to apply today and help us connect our community to the world.

Why You'll Love Working at SAN:

• Location:  The new Airport Authority Administration building, located on the San Diego International Airport campus and near the waterfront, providing stunning views of our runway, San Diego Bay, the Pacific Ocean, and the city skyline.
• Salary: The hiring salary for Customer Relations Program Specialist is starting at $84,780. The full pay range for Customer Relations Program Specialist is $80,900-$106,700.
• Benefits: You will enjoy 14 paid holidays, 18 – 33 days of vacation (PTO), parental and child care benefits, salary continuance for family & parental leave, tuition reimbursement, ensure your future with our retirement plan options including our comprehensive pension plan and 457 defined contribution plan. Plus, take advantage of our annual employer-funded Lifestyle Spending Account, designed to support your personal development and growth activities—and much more!
• Wellness: Take advantage of multiple on-site gyms with regular fitness classes, outdoor working areas, fitness discounts for all levels and goals, monthly fruit deliveries, rewards for volunteer time, financial wellness advisors, and a campus with easy access to some of San Diego's best walking trails.
• Application Deadline: July 17, 2025. Applications will be reviewed after closing date.

About the Job:

The Customer Experience department is looking for a Customer Relations Program Specialist with a people-driven mindset to lead volunteer engagement efforts that bring warmth, guidance, and a human touch to San Diego International Airport. This role is ideal for those who thrive in public-facing spaces that evolve daily, and who are passionate about using storytelling, hospitality, and human connection to shape memorable experiences for travelers from around the world.

With a focus on managing the Airport Authority’s Volunteer Ambassador Program, the Specialist builds community through recruitment, training, appreciation, and relationship-building—ensuring every volunteer feels valued and empowered to represent the spirit of SAN. The ideal candidate brings experience in visitor-facing programs, with a clear communication style, personal approach, and understands how to guide locals and visitors alike in a space where every day is different.

Here, community is the canvas, and you’ll curate meaningful interactions that help people feel informed, supported, and welcomed. It’s an opportunity to turn our terminals into a place of connection—through programs that celebrate both people and place.

What You’ll Do:

• Program Oversight: Manages customer service programs including Volunteer Ambassadors, therapy dogs, ADA access, passenger assistance, and courtesy carts.
• Customer Resolution: Addresses and resolves guest concerns; integrates customer feedback into program improvements.
• Volunteer Engagement: Leads recruitment, scheduling, training, recognition, and performance management for volunteers and temporary staff.
• Operational Support: Oversees day-to-day service delivery and collaborates with tenants, vendors, and internal teams to ensure optimal customer experience.
• Stakeholder Communication: Builds relationships with tenants and community groups; researches concerns and delivers solutions that align with service goals.
• Materials & Improvement: Develops communication materials, facilitates focus groups, and uses survey data to support process improvement and program development.

The Skills We Are Looking For:

1. Communication & Customer Focus: Excellent verbal and written communication skills to interact with stakeholders, customers, volunteers, and team members; a commitment to delivering exceptional customer focused programs.
2. Relationship: Builds and maintains relations with a diverse group of stakeholders, identifies and relates information, ideas, and problems, and champions initiatives based on mutually acceptable solutions.
3. Critical Evaluation: Analytical ability to complete research, identify trends, design processes, and formulate recommendations.
4. Problem-Solving & Agility: Analyzes situation or factors and collaboratively generate alternative solutions, readily adapts behavior or new work methods to evolving and unexpected situations, flexibly approach work situations and manage change.
5. Program Management: Understands methods and practices used in the implementation of customer service programs, volunteer programs, and the creation of effective customer relations communications and materials.
6. Leveraging Technology: Effective use of electronic information and associated systems

The Experience You Need to Have**:

• Three years of progressively responsible experience involving in the development and coordination of customer relations programs, guest services programs, or airport terminal operations programs via similar projects to those administered by the Authority, or any equivalent combination of education, training, and/or experience.
• Associate degree with a major in marketing, communications, hospitality or a closely related field.

Preferred Licenses; Certificates; Special Requirements:

• Bachelor’s degree may be substituted for up to one year of experience.
• AAAE Airport Certified Employee or Certified Member (CM), ACI Airport Customer Experience Accreditation

**Lacking some of the skills or experiences we've listed? No worries! Here at the San Diego International Airport, we're on a mission to cultivate a workforce as dynamic and diverse as the community we serve. While certain roles may require specific qualifications, we understand that talent comes in many forms. Some of our positions may not require specific degrees, and we're always open to individuals who bring a willingness to learn and a commitment to excellence. If you think this could be you, we encourage you to apply, and even if this position isn't the right role for you, we will add you to our database to consider for other opportunities in the future that align with your unique knowledge and skills. There's a chance we have the perfect spot for you to land!

EEO Statement

It is the policy of the San Diego County Regional Airport Authority to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, SDCRAA will provide reasonable accommodations for qualified individuals with disabilities.

Physical & Mental Demands

Persons with disabilities may be able to perform the essential duties of this class with reasonable accommodation. Reasonable accommodation will be evaluated on an individual basis and depends, in part, on the specific requirements for the job, the limitations related to disability and the ability of the hiring department to accommodate the limitation. If you need any form of accommodation during the recruitment process, please inform the Talent Acquisition Partner (Recruiter).

Under California Government Code Sections 3100 - 3109, public employees are designated disaster service workers. The term "public employees" includes all persons employed by the state or any county, city, state agency, or public district. Disaster service workers are required to participate in such disaster service activities as they may be assigned to them by their employer or law.