Volunteer Ambassadors and Community Support Manager

Volunteer Ambassadors and Community Support Manager

Under the general direction of the Senior Manager of Guest Experience, the Volunteer Ambassadors and Community Support Manager have direct oversight and management of the Airports Volunteer Ambassador Program, and serves as the liaison to Travelers Aid, the USO, Crisis Center of Tampa Bay, and the Airport Chaplains. This role is responsible for recruiting, training, supervising, and scheduling over 200 Volunteer Ambassadors who staff the airport's various information kiosks. Additionally, this role is responsible for building strong partnerships and maintaining positive relationships with multiple local community organizations and the local Visitor and Convention Bureau partners to bring unique opportunities to the airport, which enhance our guests’ overall experience.

Requires availability for emergency call-in.

SUPERVISES OTHERS: YES

FLSA STATUS: EXEMPT

COMPENSATION: $80,000 - $92,000 Based on Experience

ESSENTIAL FUNCTIONS

• Manages and develops work standards and guidelines for the Volunteer Ambassador Program

• Clarifies and resolves day-to-day issues regarding organizational procedures, practices, programs, and projects

• Manages a dedicated budget line, ensuring strong accountability of the Aviation Authorities’ finances

• Represents Guest Experience at meetings, functions, and events within the Authority

• Serves as a liaison and initial point of contact for other airport volunteer groups, Traveler’s Aid, Airport Chaplains, and the USO

• Thinks critically and strategically to set long-term goals and develop action plans to keep the volunteer program at the forefront of the aviation industry

• Accountable for the well-being and support of airport volunteers, providing individual training for their job responsibilities and offering mentorship and guidance

• Proactively engages with community non-profits and travel bureaus to bring unique experiences to the airport and to promote the Tampa Bay area to our guests

• Acts with empathy, cultural diversity and fosters inclusivity within the organization and community.

• Ensures airport volunteer staff comply with authority standards regarding personal appearance, fostering a professional work environment.
• Oversee the maintenance and accountability of volunteer staff’s equipment, ensuring adherence to established guidelines and promoting operational efficiency.
• Regular and reliable attendance is required as an essential function of the position.

This list is not intended to be all-inclusive, and you may not be responsible for every item listed. The employer reserves the right to assign additional functions and responsibilities as necessary.

COMPETENCIES

• Decision Making: Apply logic and practical thinking to decision making; Gather necessary input to take action based on one's best thinking given the time available; draw correct and reasonable conclusions based on data and information.
• Developing Others: Displays a genuine intent to foster the long-term learning or development of others through coaching, managing performance, and mentoring.
• Delegating: Giving authority and power to individuals to make decisions and take actions related to their role.
• Initiative: The ability to proactively identify opportunities or problems, take appropriate action without being prompted, and work independently to achieve goals, improve outcomes, or contribute new ideas.

REQUIRED FOR ALL HCAA JOBS

• In the event of an emergency or disaster that impacts the Hillsborough County Aviation Authority (HCAA), an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department or the HCAA Emergency Operations Center (EOC). Such assignments may be before, during, or after the emergency/disaster.
• Complies with all HCAA Policies, Standard Procedures, Rules and Regulations, and Operating Directives.

QUALIFICATIONS

• Bachelor’s Degree in Public or Business Administration, Airport Management, or related field.

• Five (5) years’ experience in a non-profit, social service, guest relations, or related field.

• Three (3) years leadership or supervisory experience.

• Or equivalent combination of education, training, and experience.

• Must possess a valid Florida Driver License.

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KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of Federal Aviation Administration (FAA) and Transportation Security Administration (TSA) regulations governing airport operations.
• Knowledge of airport operations, maintenance and other airport-related activities
• Knowledge of federal, state, and local rules and regulations pertaining to airport operations and security.
• Knowledge of best practices in customer service, enhancing passenger experience and operational efficiency at the airport.
• Ability to establish clear direction, motivate teams, and foster a work culture focused on ongoing leaning and performance goals.
• Ability to communicate effectively orally and in writing.
• Ability to establish and maintain effective working relationships with others within and outside the Authority.
• Ability to handle restricted, sensitive, and confidential information.
• Ability to provide outstanding customer service, serve the public, and represent the Authority with courtesy and professionalism.

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PHYSICAL ABILITIES

• Frequent standing, walking & sitting

• Occasional lifting up to 50 Ibs

• Occasional bending, stooping, pushing, pulling, dragging & reaching overhead

• Continuous typing

• Occasional use of car/light truck

The Hillsborough County Aviation Authority-Tampa International Airport provides equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, sexual orientation, membership, or non-membership in an employee organization, or based on personal favoritism or other non-merit factors.

The Hillsborough County Aviation Authority-Tampa International Airport welcomes and encourages applications from minorities, veterans, and persons with physical and mental disabilities, and will reasonably accommodate the needs of those persons in the application, testing and hiring process. The decision to grant reasonable accommodation requests will be made case-by-case.