Description

About the Role

The Aviation Customer Experience (CX) unit is responsible for developing the department's customer experience strategy, standards, and programs for our airports, measuring performance on CX metrics, and ensuring a high standard of service delivery across our airports. The CX unit serves as a content expert on emerging CX trends and best practices, manages customer survey and data collection programs, and coordinates with stakeholders across the airport system to ensure that CX strategy is integrated in project designs and operational plans.

The Lead Customer Services Representative, reporting to the Manager of Service Delivery, plays a critical role in advancing the department's Customer Experience strategic objectives. This position collaborates with colleagues across Aviation at both the central office and airport facilities to implement specific projects designed to move the department closer to its vision of being a world-class operator of world-class airports. This position will ensure the standards set by The Port Authority of New York and New Jersey are met and review ways to continuously improve contracts, processes, and new projects to progress the customer experience. The ideal candidate will demonstrate innovative strategies and be a champion of the customer in all facets of the airport journey.

• Manage and support execution of projects designed to advance the Customer Experience (CX) 5-year Strategic Plan in partnership with airport service delivery teams and using knowledge of the Aviation Department's CX vision and mission and the CX Standards Manual as a guide.
  • Develop, as needed, detailed project plans outlining role responsibilities, milestones, timeline, financial considerations and communications procedures.
  • Compile regular project progress update reports.
  • In collaboration with the CXU data analysis & reporting team, provide information on connection between project outcomes and customer sentiment data.
• Review annual terminal operator Service Excellence Plans and make suggestions based on knowledge of CX Standards Manual and customer sentiment.
• Develop and continuously improve standard operating procedures (SOPs) for Service Delivery inspections, issue resolution, and reporting conducted by the airport Service Delivery teams (CX Liaisons and Patron Services Coordinators).
• Understand and maintain awareness of the inspection and Mystery Shop program conducted by the airport Service Delivery teams and 3rd Party vendor and offer best practices and process improvements. Audit the inspections programs routinely for adherence to SOPs.
• Perform administrative tasks associated with CXU-held contracts, including: review and track payment of invoices; solicit, review, and confirm Port Authority-driven change requests to software or hardware included in contract scope; develop scope for future contracts and extensions; liaise with Port Authority Procurement, ODEI, Risk, and Cybersecurity Departments on contract-related matters as needed.
• Develop strong understanding of CX-related contract scope requirements and support the Manager of CX Service Delivery in holding vendors accountable to perform high quality services.

• Support other tasks as assigned to ensure consistent implementation of the CX Standards across all NY/NJ airports. For example, lead or support effort to gather terminal operator irregular operations planning documents and review for customer service elements during these instances.

• Bachelor's degree in aviation, Planning, Transportation, Engineering or related field with 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.
• A minimum of nine (9) years of the above experience can supplement the degree
• Experience with procurement processes that include contract management, scope development, vendor management and performance measurements.
• Demonstrated leadership capability, with the ability to project/program manage, develop, and motivate diverse teams to perform at their highest level
• Ability to travel to Port Authority Aviation Airport facilities.

• Strong interpersonal skills with the ability to establish and maintain positive working relationships with all levels of internal and external stakeholders
• Prior working knowledge and understanding of integrating customer service needs into day-to-day decision making and projects.
• Experience in delivering customer service in any transportation-related, high operational tempo environment, or equivalent consumer volume
• 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 balance multiple competing priorities in a fast-paced environment