Summer Intern - LaGuardia Airport, Landside Operations & Customer Experience

The Port Authority of New York & New Jersey offers paid internships, providing students with the opportunity to work with experienced professionals on assignments critical to building, operating, and maintaining transportation and infrastructure assets in New York and New Jersey. Assignments include hands-on projects where interns quickly become part of the team and help the agency with its mission of keeping the region moving. The diversity of our businesses creates a variety of opportunities for students to gain exposure to the work of a first-class public agency.

The Aviation department is looking for a Landside Operations and Customer Experience intern to join their team at LaGuardia Airport!

About the Landside Operations unit:

Reporting to the Customer Experience Liaison, with accountability to the Manager, Landside Operations and Customer Experience LGA, this position is dedicated to drive and monitor the delivery of world-class customer experiences at all points of passenger interaction at the airport. The incumbent will have a passion and desire to satisfy plus surpass customer needs and expectations, monitoring, inspecting, and reporting on real-time operations to ensure that every customer experience interaction is exceptional. The incumbent will coordinate across the Airport Operations and Customer Experience organizations to implement innovative strategies and be a champion of the customer in all facets of airport operations.

Responsibilities:

• Implement and support the airport’s focus on customer experience and delivery of quality service
• Monitor in detail all facets of airport operations, service quality, and customer engagement through audits/inspections at all customer touchpoints (terminals, welcome centers, frontages, ground transportation areas, buses, garages) to ensure positive customer engagement and ongoing evaluation of the customer experience
• Prepare summaries of key metrics, inspection data, and customer feedback to key staff in Landside Operations and the Customer Experience 
• Identify and track follow-up actions to mitigate or rectify issues observed in the field
• Provide project management support for the implementation of CX projects and initiatives across all customer touchpoints, including the ASQ plan and Mystery Shop
• Provide real-time operations support for critical operations and customer experience needs as they arise

Qualifications:

• Enrollment in an undergraduate or graduate program through the Fall 2024 semester (August 2024 or beyond)
• Experience with Microsoft apps such as Word, Excel, PowerPoint, Outlook, Teams, SharePoint, OneDrive, etc.
• Excellent written and oral communication skills
• Interest in contributing to the success of the New York and New Jersey region
• Interest in public service and/or transportation
• Willingness to learn

Desired:

• Dynamic, customer-focused leadership capability with the ability to manage, develop, and motivate diverse teams to perform at their highest level

• Experience in exceptional delivery of 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
• Demonstrate ability to balance multiple competing priorities in a fast-paced environment

Internship Details:

• The start date will be Thursday, May 30 with an orientation that will take place at 4 World Trade Center in Lower Manhattan
• The internship will last 12 weeks, ending on Friday, August 23
• This is a full-time internship (generally 5 days per week at 7.25 hours of work per day plus a 45-minute break)
• The format is expected to be hybrid (2 days virtual, 3 days in-person at LaGuardia Airport)
• The hourly salary range is $17.20 to $28.85 (the hourly salary is determined by internship type and school year)
• These details are subject to change.

How to Apply:

• Click “Apply Now”
• Follow the prompts
• Please submit the following with your application:
  1. A resume that clearly indicates your expected graduation date
  2. A cover letter detailing why you want to intern at The Port Authority of New York & New Jersey