Assistant Director Customer Service

The Massachusetts Port Authority is Going Above and Beyond™ for your career.  We are a dynamic organization that connects people and businesses to the global community by air, land, and sea. Our employees are essential in moving planes, cargo, and cruise ships safely, efficiently, and sustainably. We are an economic engine, managing real estate assets where people live, work, and play.  Together, the properties we own and operate generate $20 billion for the region’s economy. 

Massport’s Boston Logan International Airport (BOS) serves as a vibrant gateway to New England and beyond, seamlessly connecting global travelers and ensuring the satisfaction of millions. Driven by a steadfast commitment to safety and security, environmental stewardship, convenience, and exceptional customer service, we take pride in fostering meaningful connections between people, cultures, and opportunities. Through innovative collaboration, embracing sustainability, and serving as an economic catalyst for our communities, we cultivate a thriving and welcoming hub that fuels the growth and prosperity of our region.

ABOUT YOU

As an Assistant Director, Customer Service, you are a strategic, people-centered leader who thrives in a fast-paced, complex airport environment where exceptional service, operational excellence, and sound judgment matter. You bring confidence, adaptability, and a collaborative approach to leading teams, navigating labor and workforce matters, and building strong partnerships, while using data, innovation, and customer insight to drive meaningful improvements. With a commitment to accessibility, inclusion, and continuous improvement, you help create a reliable, welcoming, and seamless experience for everyone who travels through Boston Logan.

What you will do:

• Shape and advance the airport’s customer experience strategy, translating Massport priorities, guest feedback, operational data, and industry practices into programs, amenities, and service improvements that enhance the end-to-end traveler journey, strengthen accessibility, and deliver measurable results.
• Lead, develop, and support a high-performing Customer Service organization, building an accountable and inclusive team culture while guiding workforce planning, employee development, performance management, and labor relations matters in partnership with Aviation leadership, Labor Relations, and Human Resources.
• Drive reliable and responsive customer service operations across Boston Logan, aligning staffing, resources, and service delivery with changing airport conditions while providing leadership during peak travel periods, irregular operations, severe weather, emergencies, and complex service recovery situations.
• Build strong partnerships and use data to continuously improve the guest experience, collaborating across Massport, airlines, federal agencies, vendors, and community partners to identify service gaps, manage budgets and resources effectively, evaluate performance, and implement innovative, sustainable solutions that strengthen operational readiness and service quality.
   

What you offer:

• Bachelor’s degree in Human Resources, Business Administration, Organizational Development, Labor Relations, or a related field required; HR certification preferred.
• Six (6) or more years of progressively responsible experience in customer service, airport operations, hospitality, transportation, or a related field; airport experience strongly preferred.
• Minimum of three (3) years of supervisory or management experience, with demonstrated success leading and developing diverse teams in a unionized environment.
• Demonstrated ability to translate strategic objectives into actionable operating plans, priorities, performance measures, and sustainable service improvements that strengthen the customer experience and operational performance.
• Demonstrated experience leading complex, cross-functional programs and projects, with the financial, analytical, and communication skills to manage budgets, vendors, risks, and stakeholders; use customer and operational data to inform decisions; and successfully implement customer-facing services, technology, or facility improvements.
   

*Click here for detailed job description

WHAT WE OFFER

Collaboration with colleagues at all levels of leadership from all different disciplines, from Aviation to Maritime and beyond. Every day is different at Massport and the breadth of our impact on the Massachusetts region through our facilities provides many opportunities for our employees to grow, learn, and explore the many areas of our business.  Our business is all about connecting.  We support and take pride in the employees that make those connections possible each and every day. 

• Work/life balance
• A supportive and inclusive culture
• Opportunities for growth
• Providing safe, healthy, and secure work environment
• Supporting the people and businesses of New England
• Achieving results and having positive impact
• Being good neighbors in the communities we serve
• Protecting the environment

The salary range for this position is $131,000- $140,000 annually and will be determined based on a variety of factors, including relevant experience, education, certifications, training, specialized skills, and overall qualifications.

 *Click here for information on our comprehensive compensation and benefits package.