Aviation Customer Experience Lead

The Port Authority of NY & NJ; New York (NY); Hybrid; USD 171,000 - 222,000; Full time

Job summary

The Port Authority of New York and New Jersey is seeking an innovative leader to design and execute the enterprise-wide Aviation Customer Experience (CX) strategy for JFK, LGA, EWR, and SWF. You will oversee CX programs, service standards, wayfinding, communications, surveys, QA, and ADA compliance to drive world-class traveler experiences across a 140M+ annual crowd.

Reporting to the Deputy Director, you will lead a team of staff and coordinate with external partners to ensure high service

Qualifications

• Bachelor’s degree required.
• Minimum 7 years in leading a customer experience function or related aviation/ hospitality roles.
• Experience developing enterprise-level strategies and implementation plans.

Responsibilities

• Deliver a comprehensive CX program and strategy through a team of 10 professionals and a consultant team.
• Champion customer service standards and performance measurement for employees, tenants, contractors, and operations.
• Oversee customer communications channels including websites, social media, and Salesforce.
• Coordinate with Marketing, Government & Community Affairs, and partners to communicate travel information.

Skills

Leadership

Strategic thinking

Communication

Education

Bachelor's degree

Job description

The Port Authority of New York and New Jersey is seeking an innovative leader to design and execute the enterprise-wide Aviation Customer Experience (CX) strategy for JFK, LGA, EWR, and SWF. You will oversee CX programs, service standards, wayfinding, communications, surveys, QA, and ADA compliance to drive world-class traveler experiences across a 140M+ annual crowd.

Reporting to the Deputy Director, you will lead a team of staff and coordinate with external partners to ensure high service