Aviation CX Lead — Strategy, Service & Insights (Remote)

The Port Authority of New York & New Jersey; New York (NY); Hybrid; USD 154,000 - 188,000; Full time

Job summary

The Port Authority of New York and New Jersey is seeking a strategic and innovative leader to join the Aviation leadership team as Assistant Director, Aviation Customer Experience. You will design, lead, and execute an enterprise-wide CX strategy for the airport system (JFK, LGA, EWR, SWF) and oversee all aspects of customer experience.

The role requires guiding service standards, communications, surveys, and training staff, ensuring world-class service for 140M+ travelers annually and

Qualifications

• Bachelor’s degree from an accredited college or university.
• At least 7 years of experience in leading a customer experience function, aviation operational / strategic function, or related experience in hospitality or marketing/communications industries.
• Significant experience in developing complex, enterprise-level strategies and implementation plans to meet goals, improve processes, and achieve business innovation.

Responsibilities

• Deliver a comprehensive CX program and strategy through management of a team of 10 professional staff and a consultant team.
• Partner with Aviation leadership, airport management, and external partners to champion the customer perspective; influence, persuade, and elevate service quality standards and drive world-class performance across all organizational levels.
• Ensure the efficient management of communications channels including airport websites & AI tools, social media, and Salesforce; coordinate with Marketing, Media Relations, Government & Community Affairs, and airport partners to communicate critical travel information to customers.
• Champion the management of customer service standards and performance measurement for employees, tenants, contractors, and terminal operations; ensure adherence to CX and wayfinding standards in redevelopment and tenant construction.
• Utilize quality assurance findings to ensure continuous improvement; oversee the operation of Information Centers and management of ACES, staff training, and recognition programs.
• Promote a comprehensive program of market research, customer surveys, and benchmarking, using data to inform decisions, resource allocations, customer programs, communications, and outreach reflective of customer needs.
• Oversee coordination of Title VI and ADA compliance across all stakeholders to meet diverse traveler needs.

Skills

Strategic Leadership

Operational Excellence

Customer Communications

CX Standards

Market Research

ADA Compliance

Education

Bachelor's degree

Tools

Salesforce

Job description

The Port Authority of New York and New Jersey is seeking a strategic and innovative leader to join the Aviation leadership team as Assistant Director, Aviation Customer Experience. You will design, lead, and execute an enterprise-wide CX strategy for the airport system (JFK, LGA, EWR, SWF) and oversee all aspects of customer experience.

The role requires guiding service standards, communications, surveys, and training staff, ensuring world-class service for 140M+ travelers annually and