San Francisco International Airport
Director of Customer Care & Hospitality
San Francisco International Airport, San Francisco, California, United States, 94199
Overview
San Francisco International Airport (SFO), one of the world’s leading international gateways, serves over 54 million travelers annually.
Recognized globally for innovation, sustainability, and a commitment to transforming the travel experience, SFO offers nonstop flights to 60+ international cities on more than 40 carriers.
As a dynamic, mission‑driven organization focused on delivering an airport experience where people and the planet come first, SFO employs approximately 1,900 City employees.
Responsibilities
Lead and establish the vision for SFO’s customer care strategy and create a culture of service excellence throughout the airport community.
Unify customer‑facing operations, elevate service standards across the entire airport ecosystem, and champion collaborative partnerships with airlines, tenants, contractors, federal agencies, and internal departments.
Oversee a portfolio that includes Guest Experience, Custodial Services, Ambassadors, volunteers, customer service training, and guest communications, spanning more than 500 employees and 250 volunteers.
Motivate teams, leverage data and insights, and deliver innovative, guest‑centered solutions that elevate the passenger journey and strengthen SFO’s reputation as one of the world’s most customer‑focused airports.
Qualifications
Bachelor’s degree and at least six years of managerial experience in highly customer‑centric environments within transportation, hospitality, attractions, or best‑in‑class retail.
Experience supervising managers and driving large‑scale service initiatives.
Demonstrated ability to lead culture change in complex, high‑volume environments.
Strategic clarity, operational discipline, and a deep commitment to empathy, inclusion, and service excellence.
Benefits The annual salary range is $193,700 to $247,260, along with an exceptional benefits package offered through the City & County of San Francisco.
How to Apply First consideration will be given to applications received by December 26, 2025.
To apply, please submit your resume and a letter of interest to sfo.customercare@byersgroupca.com.
In your letter, describe why you are interested in this role, share two examples of relevant accomplishments, and highlight the key attributes you would bring to the position.
The full job profile is available at www.byersgroupca.com.
EEO Statement SFO is an equal opportunity employer committed to equity, inclusion, and workforce diversity.
All qualified applicants are encouraged to apply.
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Recognized globally for innovation, sustainability, and a commitment to transforming the travel experience, SFO offers nonstop flights to 60+ international cities on more than 40 carriers.
As a dynamic, mission‑driven organization focused on delivering an airport experience where people and the planet come first, SFO employs approximately 1,900 City employees.
Responsibilities
Lead and establish the vision for SFO’s customer care strategy and create a culture of service excellence throughout the airport community.
Unify customer‑facing operations, elevate service standards across the entire airport ecosystem, and champion collaborative partnerships with airlines, tenants, contractors, federal agencies, and internal departments.
Oversee a portfolio that includes Guest Experience, Custodial Services, Ambassadors, volunteers, customer service training, and guest communications, spanning more than 500 employees and 250 volunteers.
Motivate teams, leverage data and insights, and deliver innovative, guest‑centered solutions that elevate the passenger journey and strengthen SFO’s reputation as one of the world’s most customer‑focused airports.
Qualifications
Bachelor’s degree and at least six years of managerial experience in highly customer‑centric environments within transportation, hospitality, attractions, or best‑in‑class retail.
Experience supervising managers and driving large‑scale service initiatives.
Demonstrated ability to lead culture change in complex, high‑volume environments.
Strategic clarity, operational discipline, and a deep commitment to empathy, inclusion, and service excellence.
Benefits The annual salary range is $193,700 to $247,260, along with an exceptional benefits package offered through the City & County of San Francisco.
How to Apply First consideration will be given to applications received by December 26, 2025.
To apply, please submit your resume and a letter of interest to sfo.customercare@byersgroupca.com.
In your letter, describe why you are interested in this role, share two examples of relevant accomplishments, and highlight the key attributes you would bring to the position.
The full job profile is available at www.byersgroupca.com.
EEO Statement SFO is an equal opportunity employer committed to equity, inclusion, and workforce diversity.
All qualified applicants are encouraged to apply.
#J-18808-Ljbffr