Customer Experience Liaison, Landside Operations, EWR

Description

Responsibilities

Reporting to the Manager of Landside Operations and Customer Service, the Customer Experience Liaison will lead the development and oversight of programs and initiatives aimed at driving a world-class customer experience at Newark Liberty International Airport. The Aviation Department’s customer experience programs and Service Delivery model aims to drive customer satisfaction through superior service, responsive programs, and positive interactions with the more than 45 million annual customers. These programs entail all aspects of external and internal customer interactions, including customer service programs, customer information, performance measurement and market research, and compliance. 

Responsibilities may include, but are not limited to:

• Customer Experience Initiatives: Lead an integrated program of high priority initiatives aimed at driving a world-class customer experience at our airports. Lead internal and external partners in developing project plans, establishing milestones, and managing project deliverables and schedules. Present and communicate information and project status to management staff and a diverse array of internal and external audiences.
• Customer Service Programs & Standards: Facilitate the communication and awareness of the Agency’s Airport Customer Experience Performance and Standards Manual, Value for Money Standards and Guidance requirements, and the Mystery Shop program to the airport community. Ensure compliance by airport partners with these standards and their respective action plans.
• Customer Information & Communication: Coordinate efforts to maximize the effective use of a variety of communication channels to ensure accurate, timely communication of information to customers. Collaborate with airport staff and Marketing on programs, initiatives, and outreach materials. Make recommendations for improvements to customer communication.
• Performance Measurement & Market Research: Working with Aviation Headquarters staff, coordinate program of customer-orientated market research, surveys, and performance measurements that inform management decisions on customer service programs and customer communications.
• Title VI & ADA Compliance: Work with Aviation Headquarters staff to coordinate activities and initiatives designed to maintain Aviation’s compliance with federal regulations contained in the Americans with Disabilities Act and Title VI of the Civil Rights Act of 1964. Coordinate with airport partners, as required, to ensure compliance with ADA and Title VI.
• Communication: Communicate with customers and tenants to gain real time feedback on customer service improvements.  Work proactively with airport partners to consistently drive an improved experience for customers. Lead monthly CX Terminal Operator/Airport Stakeholder meetings to communicate and collaborate on customer service initiatives. Prepare EWR presentation and talking points, as required, to support various CX forums
• Staff Management: Supervise, manage, and direct the Patron Service Coordinator(s) in their duties.
• Operational Support: Participate in the airport’s Emergency Operations Center to maintain essential communications and facilitate return to normal operations during severe weather or other unplanned incidents that disrupt the operation (this may require off hour and weekend schedules on an infrequent basis). Support customers on-airport in public-facing areas during peak holiday travel periods (this may require off hour and weekend schedules)

Qualifications

• Bachelor’s Degree in Aviation, Communication, Marketing, Public Administration, Business Management, or related field from an accredited college or university.
• A minimum of two (2) years of progressively responsible experience in customer service within a complex operations environment, communications or other related business processes.
• Any experience managing multiple complex projects.
• Knowledge of Customer Experience process improvement measures.
• Prior working knowledge and understanding of integrating customer service needs into day-to-day decision making and projects.
• Experience manipulating data using MS Excel, creating documents with MS Word and maintaining MS PowerPoint presentations.
• Ability to move about all passenger terminals and interact with customers on a daily basis.
• Valid Driver’s License.
• Able to pass a criminal history records check, as mandated by 49 CFR Part 1542, and to meet all requirements necessary to obtain and maintain a Security Identification Display Area (SIDA) Card credential with Airfield Movement Area Driving and Escort Privileges.

Desired

• Working knowledge of Aviation facilities and/or facility operations.
  
• Any data management and trending experience
• Excellent written, verbal and presentation skills including the ability to make concise presentations to a variety of audiences to support customer service programs.
• Demonstrated analytical skills and ability to develop and employ problem-solving approaches that are sensitive to organizational, community and customer concerns.
• Strong project management skills, including developing, implementing and managing project plans, deliverables and schedules as well as managing contract staff.
• Knowledge of Port Authority operating policies and procedures.
• Experience as an operations manager, project manager or contract manager.

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. The Port Authority of NY & NJ welcomes veteran and military spouse applications.

Only applicants under consideration will be contacted.

About The Port Authority:

Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency's network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than twenty three billion in annual wages and eighty billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.

Equal Opportunity Employer

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