Aviation Supervisor, Customer Experience Engagement

The Aviation Department is seeking an experienced Supervisor, Customer Experience Engagement (Patron Services Coordinator) who has an interest in the aviation industry and delivering world-class customer service at John F. Kennedy International Airport. Reporting to the Manager, Airport Operations Center (AOC), the Patron Services Coordinator will be responsible for overseeing JFK’s customer experience engagement through social and web-based channels and enhancing airport employee engagement throughout the facility as we communicate critical updates as we build A New JFK. 

Specific responsibilities include, but are not limited to:

• Manage the customer experience engagement for JFK across multiple platforms while ensuring world-class customer service and coordination of information campaigns alongside Landside, Redevelopment, and PA Corporate Communications Team 
• Work closely with the Airport Operations Center team daily while managing contract staff to ensure necessary airport alerts and advisories notifying the traveling public of any incident or event regarding service disruptions, closures, traffic conditions, and any other operational changes that may affect travel to/from JFK
• Ensure prompt coordination and response to customer compliments, inquiries, and complaints in a timely manner while adhering to the Aviation Department’s Customer Experience Standards
• Prepare team briefings on planned customer volumes, customer engagement expectations, and other information relevant to the day’s operation
• Serve as liaison for Marketing/Media for social strategy alignment between facilities where necessary 
• Participate in airport redevelopment and construction planning sessions, and special event planning and provides state of the airport updates 
• Respond to requests from Aviation Department or General Manager’s Office to assist with generating reports, analysis, and visualizations

Qualifications

Candidates must present the following qualifications to be considered eligible for this position:

• Progressive facility or large operations management experience or customer service background within a complex operations environment
• Experience managing company messaging strategies across multiple Social Media platforms 
• Proven communications experience, specifically including the creation and implementation of customer engagement strategies
• Prior working knowledge and understanding of integrating customer service needs into day-to-day decision-making and projects
• Ability to report to work expeditiously in response to airport emergencies, inclusive of snow emergencies, 24 hours per day, seven days per week
• Able to pass a criminal history records check, as mandated by 49 CFR Part 1542, and to meet all requirements necessary to obtain and maintain a Security Identification Display Area (SIDA) Card credential 
• Applicants must meet all performance and attendance standards and have completed all probationary periods

Desired

Ideal candidates will present the following profile:

• Bachelor’s Degree in Communications, Business Administration, Transportation, or related field from an accredited college or university
• Experience managing the successful day-to-day functions at a large facility, including management of personnel
• Proven project management, or other related business processes experience
• Experience balancing multiple competing priorities, demonstrating sound judgment, and utilizing decision-making skills necessary to manage operational and emergency situations

Compensation & Benefits

The Port Authority of New York and New Jersey offers a competitive salary, an outstanding benefits package, and a professional environment that supports development and recognizes achievement.

How To Apply

Interested candidates should apply to this job by clicking on the Apply Now button and submitting a combined cover letter and resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications.

Only applicants under consideration will be contacted.