Director of Customer Care & Hospitality

SAN FRANCISCO INTERNATIONAL AIRPORT (SFO)

DIRECTOR OF CUSTOMER CARE & HOSPITALITY

San Francisco International Airport (SFO), one of the world’s leading international gateways, serves over 54 million travelers annually and is recognized globally for its innovation, sustainability, and commitment to transforming the travel experience. SFO offers non-stop flights to 60+ international cities on over 40 international carriers. As an enterprise department of the City & County of San Francisco, SFO employs approximately 1900 City employees and is a dynamic, mission-driven organization focused on delivering an airport experience where people and the planet come first.

SFO is seeking an exceptional Director of Customer Care & Hospitality to lead its vision for a world-class, hospitality-centric guest experience. They will be responsible for establishing the vision for SFO’s customer care strategy and building a culture of service excellence throughout the entire airport community. This is a rare opportunity for a strategic, innovative, and service-driven leader to shape how millions of passengers feel welcomed, supported, and inspired throughout their journey at SFO.

Reporting to the Chief Operating Officer, the Director oversees a large and diverse portfolio including Guest Experience, Custodial Services, Ambassadors, volunteers, customer service training, and guest communications, spanning more than 500 employees and 250 volunteers. This leader will seamlessly unify customer-facing operations, elevate service standards across the airport ecosystem, and champion collaborative partnerships with airlines, tenants, contractors, federal agencies, and internal departments.

The ideal candidate is an accomplished hospitality or customer-experience executive who excels at leading culture change in complex, high-volume environments. They bring strategic clarity, operational discipline, and a deep commitment to empathy, inclusion, and service excellence. A visionary builder and hands-on leader, they are skilled at motivating teams, leveraging data and insights, and delivering innovative, guest-centered solutions that elevate the passenger journey and strengthen SFO’s reputation as one of the world’s most customer-focused airports.

Candidates should possess a 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, including experience supervising managers. Experience driving large-scale service initiatives and collaborating across diverse stakeholder groups is essential.

The annual salary range is $193,700 to $247,260, along with an exceptional benefits package offered through the City & County of San Francisco.

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, please 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.

To learn more visit: SFO-Director-of-Customer-Care-and-Hospitality-Nov-2025.pdf

Confidential inquiries are welcome and may be directed to Ms. Brett Byers at brett@byersgroupca.com or 323-403-8279, or Ms. Christine Boulware at christine@byersgroupca.com or 312-391-6098.

SFO is an equal opportunity employer committed to equity, inclusion, and workforce diversity. All qualified applicants are encouraged to apply.