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Senior Project Manager - AirTrain Customer Experience

Job ID: 35586
Department: Aviation
Location: JFK Airport


Reporting directly to the General Manager, Rail Operations - AirTrain JFK, the Senior Project Manager, AirTrain Customer Experience will serve as the link between the AirTrain Operations, Aviation Customer Experience, Redevelopment, terminal operators, and other airport stakeholders to manage the implementation of the customer experience program throughout the AirTrain JFK. This position ensures the diverse needs of all segments of customers are met, and that the appropriate mechanisms are in place to ensure compliance in existing operations and in new facilities as our major airports undergo significant redevelopment and AirTrain expansion. The selected candidate will manage and implement projects through effective and efficient utilization of best practices in project management.  They will deliver projects on time and within budget incorporating and implementing initiatives for productivity and process improvements.  They will utilize Agency project control systems to maintain scope, schedule and budget; demonstrate strong planning and communication skills through clarity and logic imposed in the WBS; and takes corrective action to control scope, schedule and budget variances. The position also coordinates on a wide range of initiatives aimed at driving a world class customer experience for the diverse range of passengers who travel through our AirTrain and airport. The Senior Project Manager will establish and lead multi-faceted teams for their assigned projects, managing and integrating comprehensive scopes of work, schedule, and budget with necessary stakeholders.  They will be responsible for advancing their assigned projects through the Board process and contract award, preparing authorization documents, briefing folders, support materials, and presentations as necessary

Specific responsibilities include, but are not limited to:

  • Monitor and audit to ensure airport stakeholders comply with Port Authority customer experience programs, guidelines, and expectations for service delivery.
  • Centrally manage all customer data and feedback, including customer correspondence, mystery shopping, facility inspections, and survey data.
  • Analyze data, identify trends, and follow up with airport stakeholders to ensure issues are resolved in a timely manner. Develop plans to improve the customer experience.
  • Ensure customer experience standards are being enforced, and escalate issues as necessary to airport management and the Aviation Customer Experience organization.
  • Centrally coordinate the implementation of new customer experience initiatives, partnering with airport stakeholders, sister agencies (MTA, LIRR, etc.) to drive initiatives to completion within specified timeframes.
  • Lead the new fare payment system (NFPS) program initiative in collaboration with PATH.
  • Provide regular status updates and reports on progress on key initiatives, define obstacles, and provide implementation plans to resolve issues and mitigate risk.
  • Ensure alignment of centralized customer experience strategy with day-to-day operations and facility plans.
  • Conduct regular inspections of signage, wayfinding, and ADA / Title VI compliance throughout all airport terminals to ensure compliance with applicable standards and regulations.
  • Coordinate with Customer Experience, Properties & Commercial Development, and Concessions to manage the airport website and ensure regular content and map updates. 
  • Representing the Port Authority in the Aviation industry, and benchmarking and identifying / implementing customer experience initiatives for all customer segments.


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

  • Bachelor’s Degree in from an accredited college or university.
  • At least five (5) years of progressively responsible experience in 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.
  • Valid Driver’s License.


Ideal candidates will present the following profile:

  • Bachelor’s Degree in Aviation, Communication, Marketing, Public Administration or Business Management from an accredited college or university.
  • Working knowledge of Aviation facilities and/or facility operations.
  • 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.

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 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 $23 billion in annual wages and $80 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.


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

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