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Patron Services Coordinator

Job ID: 35223
Department: Aviation
Location: LaGuardia Airport

Responsibilities

Reporting to the Assistant Manager, Service Delivery – LGA Landside Operations, this position manages 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:
  • Supervise a team of Field Operations Supervisors providing customer engagement and communication to all Taxi and FHV customers.
  • Manage customer engagement and performance of staff in ‘customer zones’ of bus loading or Taxi dispatching or FHV load zones.
  • Provide direct oversight in various customer zones to ensure positive customer engagement and ongoing evaluation of the customer experience.
  • Provides an end of shift summary report on key metrics, issues, observations and customer feedback to the Assistant Manager.
  • Prepare team briefings on planned customer volumes, customer engagement expectations, and other information relevant to the day’s operation.

Qualifications

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

  • At least five 5 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

Desired

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

The Port Authority of New York and New Jersey offers a competitive salary, an outstanding 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. 

Join our Talent Network:   www.JoinThePortAuthority.com 

EQUAL OPPORTUNITY EMPLOYER

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

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