The Allegheny County Airport Authority [ACAA] invites you aboard our mission to create meaningful travel experiences in the aviation industry. As Pittsburgh’s gateway to the world, both Pittsburgh International Airport and Allegheny County Airport serve as beacons of change and connectivity for our region. As a member of our crew, you will directly serve, inspire, and advance our community in significant ways that impact the daily lives of others and the future of our organization. Whether you have a passion for travel, an appreciation for aeronautics and aviation, or an unparalleled love for the city of Pittsburgh, ACAA provides the opportunity for the next chapter of your career to take flight. 

Our culture is one that emphasizes high performance, innovation, and learning. We know that those things only happen when everyone who works in an organization is properly empowered, equipped, and enabled in their roles to make an impact. At ACAA success is a shared responsibility, and we look forward to supporting and developing the unique strengths you could bring to our team.

Job Summary

The ACAA’s Volunteer Program Specialist will report to the Manager, Customer Experience and is responsible for administering oversight of customer and volunteer programs. Recruits, trains, and onboards new volunteers and oversees the daily operations of the volunteer Ambassadors and PIT PAWS therapy dog teams. Develops and executes customer focused programs. 

Here is how the Volunteer Program Specialist will help:

• Oversees the day-to-day operations of the Ambassador and PIT PAWS therapy dog volunteer programs.
• Develops and executes a multi-faceted recruitment strategy to diversify volunteer program.
• Onboards and trains new volunteers and organizes continuous education courses for current team.
• Organizes and monitors volunteer schedules using Volgistics volunteer management system, ensures that ACAA special events and irregular operations activities are staffed.
• Communicates with all ACAA departments to identify available opportunities and needs for volunteers.
• Gathers information about each volunteer’s skills, availability, and interests; matches volunteers with appropriate opportunities based on this data.
• Creates specialty trained volunteer committees to support departmental and organizational efforts, including Special Events, Airport Tours, Distressed Passengers, and Surprise & Delight.
• Communicates airport happenings to volunteers through weekly email updates.
• Coordinates airport badging logistics and other background check information for the volunteer team.
• Plans and coordinates volunteer recognition events and activities for engagement.
• Attends outreach events to promote customer and volunteer programs within the community.
• Ensures the volunteer program operates in compliance with departmental goals and objectives, rules and regulations.
• Maintains files, records, applications, and other data concerning volunteer program.
• Drafts, maintains, and publishes guidelines, best practices, and procedures for the volunteer program handbook.
• Develop and provide oversight of customer focused programs, such as first-time flyers, distressed passengers, and hidden sunflower disabilities and suggests new opportunities.
• Performs other related tasks as assigned or required.

The successful candidate for the role of Volunteer Program Specialist will demonstrate the following key competencies needed in our culture:

• Communication - Proactively conveys a clear, convincing, and timely message; Communicates effectively using two-way communication through strong verbal, written, and listening skills
• Strategic Thinking - Thinks “big picture”; Forward thinking and adept at seeing future outcomes and results; Commits to a course of action to accomplish individual, team and organizational goals
• Team Builder - Recognizes the value of teamwork and being an effective contributor to the team that drives desired results
• Customer Centricity - Aware of customer needs and the prioritization of our customers both internal and external; Makes decisions with customer in mind; Builds strong customer relationships

Qualifications

Preferred requirements to apply for role of Volunteer Program Specialist are:

• Bachelor’s degree in Marketing, Communications, Hospitality or a related field from an accredited four-year college or university.
• Three (3) years related experience in program development and execution, communications, or customer service.
• Experience working with volunteer programs and large diverse workforce.
• Proficient in Microsoft Office applications and software.
• Strong written and verbal communications skills
• Possess or obtain prior to employment a valid Pennsylvania Class C driver’s license. Note: license must be maintained throughout employment.

We also expect that candidates will demonstrate the following knowledge, skills, and abilities in most cases:

• Extensive organizational skills, and the ability to function effectively in a fast-paced environment. 
• Considerable ability for good judgment and discretion, empathy and understanding of people.
• Considerable knowledge of the policies, practices and techniques of marketing, specifically customer loyal management, customer relationship management and customer value management.
• Considerable interpersonal skills; tactful, mature, fair and consistent.

Don’t meet every requirement?

Studies have shown that women and people of color are less likely to apply to jobs if they don’t meet every single qualification. As a Smarter Airport, we recognize that talent is not always related job history and skills come from valuable experiences that aren’t always shown on a resume. If you are excited to make a positive change for our region, but your experience doesn’t align perfectly, we encourage you to apply. You may be the right candidate for our organization, whether it be this role or another.

Caring For Our Crew

At ACAA, we’ve got you covered. That applies to how we equip, empower, and enable our people to do their jobs. It also applies to our benefits, which are broader and more valuable than what many other employers offer:

• We offer two plan options for healthcare coverage from high-quality insurance carriers, as well as an ACAA-funded Health Reimbursement Account (HRA) that will help offset the cost of many medical expenses.
• ACAA employees pay almost $1,200 less per year in healthcare payroll contributions than the average employee in other companies, according to market surveys.
  • When HRA funding is included, the health-plan deductibles paid by ACAA employees are about $1,200 lower on average than the costs paid by employees of other companies.
  • ACAA does not require that employees meet a separate deductible for pharmacy expenses before prescription-drug coverage kicks in.
  • ACAA’s dental plans (included with healthcare coverage) offer an option covering children’s orthodontia.
• Employees also can take advantage of a Flexible Spending Account (FSA) to help pay for health care and dependent care expenses on a pre-tax basis.
• All eligible full-time ACAA employees participate in the Allegheny County Employees Pension Plan, a defined-benefit plan that vests after 10 years of service.
• Employees also may participate in a Deferred Compensation Plan, which allows them to contribute part of their pay on a pre-tax basis into long-term retirement investments.
• A robust Employee Assistance Program (including access to free counselling sessions, financial guidance, and care coordination), life insurance options, a wellness program, and eligibility for the Public Service Loan Forgiveness program round out ACAA’s exemplary benefits. 
• Employees may enroll their children from 6 weeks to 5 years of age in our on-site preschool and childcare center, La Petite Academy, at Pittsburgh International Airport.

About Allegheny County Airport Authority

Allegheny County Airport Authority, which manages Pittsburgh International Airport (PIT) and Allegheny County Airport (AGC), is committed to transforming Pittsburgh’s airports to reflect and serve the community, inspire the industry, and advance the region’s role as a world leader. 

Pittsburgh International Airport serves nearly 10 million passengers annually on 17 carriers and was named by Fast Company magazine as One of the Most Innovative Companies in the World as well as a finalist in its World Changing Ideas awards, both in 2020. PIT’s first-of-its-kind microgrid – which completely powers the airport campus through natural gas and solar energy – has won numerous awards for resiliency and sustainability. 

PIT is in the midst of an ambitious terminal modernization that will make the passenger experience more efficient and deliver real opportunity for the region. The $1.4 billion new terminal program will construct a smarter, greener airport, inspired by the best of our region. The updated terminal lands in 2025 and will be the first airport terminal in the U.S. to be built from the ground-up post-pandemic, designed and constructed with the highest public health standards in mind.

EEO