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Manager, Landside & Customer Service Operations, JFK

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Job ID: 30920
Department: Aviation
Location: JFK Airport


The Manager, Landside & Customer Service Operations will lead an innovative team that maintains and elevates the level of landside customer services and community outreach at JFK International Airport (JFK), while ensuring a safe, secure and efficient landside operation.The day-to-day responsibilities include: planning, organizing, directing, and managing the leadership development and activities of a diverse staff of management, field supervisor and clerical personnel to sustain and elevate customer service programs, support the JFK Redevelopment program, and continue training preparedness for airport emergencies.

Through the direct management of several complex customer service contracts, the successful candidate will:

  • Prepare and manage the landside units’ annual budgets and monthly expense variances.
  • Manage multiple airport and multi-airport contracts and associated initiatives related to the airport’s Customer Service/Ground Transportation Program, Airport Taxi Dispatch Operation, Airport Parking Lots Operation, Bus Transportation Program, Homeless Outreach, Airport Baggage Carts, and Customer Information. 
  • Develop, implement, and ensure training proficiency and readiness related to landside emergency operating plans for snow removal operations, Emergency Operations Center (EOC) and Joint Operations Center (JOC) operations, contingency bus operations for AirTrain service interruptions, and other irregular operations.
  • Interact often with various internal department and units, such as Maintenance, Traffic Engineering, Resident Engineers Office, Procurement, Law, Properties, Audit and the Port Authority Police; and external partners such as the Terminal Operators, air carriers, Metropolitan Transportation Authority (MTA), Transportation Security Administration (TSA), Taxi and Limousine Commission, and elected officials.


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

  • Bachelor’s Degree in Aviation, Planning, Transportation, Engineering, Public Administration or related field from an accredited college or university
  • At least ten (10) years of work experience in an aviation, transportation, operations, or related business field with at least five (5) years in a managerial capacity
  • Ability to report to work expeditiously in response to airport emergencies, inclusive of snow emergencies, 24 hours per day, seven days per week
  • Valid New York or New Jersey driver’s license



Ideal candidates will present the following profile:

  • Master’s Degree in Aviation, Planning, Transportation, or Engineering field
  • Knowledge of DHS, FAA, and airline regulations
  • Demonstrated leadership capability, with the ability to manage, develop, and motivate diverse teams to perform at their highest level
  • Experience in delivering customer service and customer communication programs in any transportation-related, high operational tempo environment, or equivalent consumer volume
  • Strong interpersonal skills with the ability to establish and maintain positive working relationships with all levels of internal and external stakeholders including air carriers, tenants, vendors, and third party contractors
  • Demonstrated problem-solving analysis and decision-making skills
  • Thorough knowledge of procurement processes and experience in preparing, negotiating and managing multiple Operations and Maintenance (O&M) service contracts and programs.
  • Working knowledge of airport terminals and landside operations
  • Knowledge of administrative policies and procedures, including those related to administration, budgeting, human capital recruitment, and business planning
  • Demonstrated successful negotiation and conflict resolution skills
  • Strong, proven, written and verbal communication skills
  • Demonstrated ability to develop contingency operational plans for landside services to mitigate the impact of construction and to achieve departmental business goals
  • Demonstrated ability to balance multiple competing priorities in a fast-paced environment


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.

Only applicants under consideration will be contacted.

About The Port Authority

Founded in 1921, the Port Authority of NY & NJ builds, operates, and maintains critical transportation and trade assets.  Its networks of aviation, rail, surface transportation and seaport facilities annually moves millions of people and transports vital cargo through the New York/New Jersey region.  The Port Authority also owns and manages the 16-acre World Trade Center site, home to the iconic One World Trade Center.

The Port Authority of NY & NJ operates the world’s busiest airport system – John F. Kennedy International (JFK), Newark Liberty International (EWR), LaGuardia (LGA), Stewart International (SWF) and Teterboro (TEB) airports.  Our airports produce revenues of $2.4 billion and are staffed by more than 1,500 aviation professionals.

The mission of the Aviation department is to plan, develop, provide, promote, operate and maintain a unified system of safe and secure regional airport facilities, providing the region with unsurpassed global access and restoring the region to its preeminent status as the nation’s gateway for passengers and cargo and to do so with sensitively for the community and the environment. 

In 2016, the agency’s airports handled more than 130 million passengers and 2 million tons of cargo.  Some of the major current capital projects include:

  • LaGuardia Airport Redevelopment, which will transform LGA into a unified airport with a main terminal, better transportation access with a future AirTrain, more taxiways and best-in-class passenger amenities

  • Newark Liberty International will be set a new standard for air travel with the redevelopment of Terminal A, and additional updated projects related to Airfield, Parking Garage systems and the redesigning of Landside / Roadways

  • John F. Kennedy International’s Redevelopment will focus on an interconnected terminal layout, redesign of on-airport traffic patterns, expanded taxiways, world-class amenities and state-of-the-arte security technology




The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.

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