Lead Brand Representative

Job Description

Job Description

POSITION OVERVIEW

Are you a confident leader who thrives in fast-paced environments and enjoys building high-performing teams? We are seeking an Airport Brand Ambassador Supervisor to lead curbside operations at LGA Airport and ensure a consistent, exceptional rider experience.

In this role, you will be the primary point of accountability for onsite execution, team performance, customer service, and operational excellence. You will lead and develop a team of Brand Ambassadors, make real-time operational decisions, resolve issues proactively, and serve as a key liaison between airport stakeholders and internal teams.

This is a hands-on leadership position that combines approximately 40% planning and administrative responsibilities with 60% onsite execution .

KEY RESPONSIBILITIES

Team Leadership

• Lead, motivate, and manage a team of Airport Brand Ambassadors.
• Set clear expectations for professionalism, reliability, customer service, and brand representation.
• Monitor team performance and maintain accountability for operational standards.
• Foster a positive, collaborative, and high-performing team environment.

Onsite Operational Control

• Maintain real-time oversight of curbside operations and rider flow.
• Monitor vehicle throughput and identify operational bottlenecks.
• Act as a hands-on floater during peak periods to support the team and maintain service levels.
• Make timely, calm, and informed decisions to resolve live operational issues.
• Ensure consistent execution of procedures and service standards.

Stakeholder Management

• Serve as a primary onsite contact between Brand Ambassadors, airport personnel, and internal teams.
• Build and maintain professional relationships with Airport Operations, Landside Operations, law enforcement, and other airport stakeholders.
• Communicate operational updates, concerns, and escalations effectively.
• Ensure alignment between airport requirements and internal operational goals.

Recruitment & Training

• Assist with recruiting and selecting qualified Brand Ambassadors.
• Support onboarding and hands-on training for new team members.
• Train ambassadors on brand standards, customer service, airport procedures, and operational expectations.
• Reinforce training through ongoing coaching and feedback.

Staffing & Coverage Management

• Manage staffing schedules and ensure appropriate coverage for operational needs.
• Plan staffing coverage in advance while remaining flexible to changing business requirements.
• Respond quickly to callouts and unexpected staffing gaps.
• Rebalance team coverage in real time during peak periods or operational disruptions.

Performance Management & Coaching

• Provide real-time coaching and feedback to Brand Ambassadors.
• Conduct regular performance discussions and onsite 1:1s.
• Identify performance trends and address issues proactively.
• Ensure team members consistently follow SOPs, safety requirements, and customer service standards.
• Recognize strong performance and help team members improve their effectiveness.

Team Readiness

• Ensure Brand Ambassadors are prepared for each shift with required supplies, equipment, uniforms, and weather-appropriate gear.
• Monitor team readiness, morale, and operational needs.
• Ensure employees have the resources necessary to perform effectively in an outdoor airport environment.

Reporting & Analytics

• Capture daily operational observations and shift information.
• Prepare weekly updates and summaries for leadership.
• Monitor operational trends and provide context around KPI performance.
• Communicate recurring issues and recommend opportunities for operational improvement.

Administrative Ownership

• Maintain essential team communication channels and operational resources.
• Keep escalation procedures, airport contacts, and resource information current.
• Ensure important operational information is communicated clearly to the team.
• Maintain accurate documentation and support administrative requirements.

QUALIFICATIONS & REQUIREMENTS

• 2+ years of experience in brand ambassador management, airport operations, event management, hospitality, or a related field.
• Proven leadership experience managing teams of 6+ employees in fast-paced or high-pressure environments.
• Demonstrated ability to train, coach, motivate, and hold team members accountable.
• Strong customer service and guest experience background.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Comfortable making independent decisions and resolving live operational issues.
• Strong problem-solving and conflict-resolution skills.
• Comfortable working outdoors in varying weather conditions.
• Ability to stand and walk for extended periods and lift up to 40 pounds .
• Comfortable working approximately 40–50 hours per week , including evenings, weekends, and holidays.
• Strong technology skills, including Google Workspace (Docs, Sheets, Slides, Forms) and scheduling platforms.
• Familiarity with the Uber app is a plus.
• Bilingual English/Spanish or other language ability is a plus.

IDEAL CANDIDATE

The ideal candidate is a confident, hands-on leader who can balance strategic planning with onsite execution. You should be comfortable managing people, communicating with airport stakeholders, resolving issues under pressure, and maintaining exceptional customer service standards.

You are:

• A clear and confident leader
• Highly organized and detail-oriented
• Passionate about customer and rider experience
• Comfortable working in fast-paced environments
• A strong communicator and team builder

\nCompany Description

Arthur Lawrence is a US-focused management consulting and staffing firm placing talent across IT, finance, light industries, and pharmaceuticals. We work with Fortune 500 clients and operate with a delivery-first mindset backed by a strong internal training culture.

Company Description

Arthur Lawrence is a US-focused management consulting and staffing firm placing talent across IT, finance, light industries, and pharmaceuticals. We work with Fortune 500 clients and operate with a delivery-first mindset backed by a strong internal training culture.