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Assistant Manager, Landside Service Delivery

Job ID: 35219
Department: Aviation
Location: LaGuardia Airport


Reporting to the Manager, Landside Operations & Customer Service, this position oversees the delivery of world-class customer experiences at all points of passenger interaction at LGA Airport. The incumbent will have a passion to satisfy and surpass customer needs and expectations, directing and managing real-time operations to ensure that every customer experience interaction is exceptional. The incumbent will demonstrate innovative strategies and be a champion of the customer in all facets of Landside Operations at one of the nation’s leading domestic gateway and the primary business airport for NYC.

  • Specific responsibilities include, but are not limited to:
  • Lead all aspects of the customer service delivery elements of all Landside Taxi and FHV operations. Ensure operational excellence in all aspects of customer experience for the airport’s landside operation.
  • Ensure the delivery of customer experience standards through the management of experiences at key touch points throughout the airport.
  • Lead a Service Delivery team of Patron Services Coordinators that lead the orchestration of customer experience delivery in the field. Ensure that all customer needs are met, and that questions and complaints are handled immediately.
  • Manage all aspects of staff planning, scheduling and onboarding process.
  • Develop goals and metrics specific to customer communication, customer feedback and wait time.
  • Lead communication of customer engagement procedures, talking points, communication and metrics, coordinating across all stakeholders at LGA Airport.
  • Manage the implementation of all operational changes (process, technology, people).


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

  • 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
  • At least five (10) years of progressively responsible experience in aviation, operations, or customer service within a complex operations environment; communications, project management, or other related business processes.
  • 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
  • Possess and maintain a valid driver’s license


Ideal candidates will present the following profile:

  • Bachelor’s Degree in Aviation, Planning, Transportation, Engineering or related field
  • 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
  • Demonstrated problem-solving analysis and decision-making skills
  • Working knowledge of airport terminals and landside operations
  • Demonstrated successful negotiation and conflict resolution 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

During 2018, the Port Authority handled a projected 137.9 million passengers at its four commercial airports – John F. Kennedy International, Newark Liberty International, LaGuardia and New York Stewart International airports—an increase of 3.8 percent over 2017’s previous record high.  Newark Liberty reported a 6.3 percent annual increase, JFK reported a 2.5 percent increase and LaGuardia saw its annual passenger volume rise by 2.3 percent. New York Stewart reported a 44.2 percent surge in traffic, driven in part by new, low-cost nonstop service offered by Norwegian Air to destinations overseas.

To accommodate future airport demand, the Port Authority and its private airport partners have committed an unprecedented $28 billion – the most in agency history – to maintain and build new airport facilities across the system. The level of investment illustrates the Port Authority’s aggressive commitment to creating a network of state-of-the art airport facilities.

At LaGuardia, an $8 billion rebuilding of the legacy airport is in progress, and in December, the first new concourse in Terminal B opened to the public.  At Newark Liberty, ground was broken in October for a new Terminal One that will replace the aging and obsolete Terminal A.  And at JFK, Governor Cuomo announced in October a $13 billion project to rebuild the airport, including the addition of 4 million square feet to the airport’s north and south sides to increase airport capacity by at least 15 million passengers annually.  The first new gates of the redeveloped terminal are scheduled to open in 2023 with projected completion in 2025.

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. 

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

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