Guest Experience Terminal Manager

Job No.: 000121 The New Terminal One Full-time • On-Site
  • Weekends
  • 8-Hour Shift
  • Holidays
 Required Experience: Mid Level Location:  John F. Kennedy International Airport NY 
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As a key leader in the New Terminal One (NTO) at John F. Kennedy International Airport, you will play a pivotal role in shaping the future of airport guest experience at a world-class facility. Reporting to the Director of Guest Experience, you will lead initiatives that elevate passenger interactions, optimize operational efficiency, and foster a customer-centric culture in one of the most complex operating environments. Your ability to manage large-scale systems, concessions, and teams of both direct and contract staff will be crucial in delivering exceptional customer experiences across a broad range of touchpoints.

Your ability to build strong relationships with stakeholders and employees, coupled with your problem-solving skills, will ensure your success in contributing to the continued excellence of our world-class facility.

Compensation:

$100,000 - $120,000 Per Year

Benefits Offered:

  • 401K Matching
  • Dental Insurance
  • Disability Insurance
  • Employee Discounts
  • Health Insurance
  • HSA/FSA
  • Life Insurance
  • Paid Time Off

Qualifications & Requirements:

  • Strong background in managing large operational contracts and maintaining key partnerships
  • Proven ability to achieve performance objectives while staying within budgetary limits.
  • Expertise in customer experience strategies, including the latest industry practices and trends
  • Previous experience in an airport environment is a strong plus
  • A Bachelor’s degree in Business Administration, Management, or a related field is required.
  • Five years of proven experience in a management role, such as Customer Service Manager, ideally within airport operations, logistics, or hospitality. (Seven years’ experience may be substituted for a Bachelor’s degree.)
Skills and Capabilities
  • Exceptional leadership skills, with a proven ability to motivate and inspire team members to achieve high standards of performance.
  • A proactive, customer-focused mindset with a knack for solving complex problems efficiently.
  • Excellent communication and interpersonal abilities for building strong relationships with both internal teams and external partners.
  • Analytical skills to interpret data, spot trends, and make well-informed decisions based on insights.
  • Industry knowledge in areas like terminal operations, logistics, hospitality, or supply chain management is highly desirable.
  • Familiarity with customer relationship management (CRM) tools and other relevant software.

Job Responsibilities:

  • Manage Guest Experience Strategy: You will drive the execution of a forward-thinking guest experience strategy that aligns with NTO’s goal of achieving a global Top 5 Skytrax rating. Implement customer service initiatives that ensure seamless passenger journeys and operational excellence across all areas.
  • Oversee Contracts and Compliance: Manage large operational contracts with service providers including, for example, Custodial, Guest Experience, and PRAs. Ensure all activities comply with industry regulations, budgetary constraints, and the highest service quality standards. This will require substantial time walking in the terminal to ensure the standards are met.
  • Manage a Complex Environment: Oversee the daily operations of guest experience, including multiple systems, large concessions, and high volumes of interactions between passengers and both direct and contract staff. Your leadership will be critical in maintaining efficiency and service excellence.
  • Enhance Operational Efficiency: Continuously identify opportunities for innovation and process improvement. Leverage new tools and technologies to enhance service delivery and streamline guest operations.
  • Lead and Develop Teams: Provide strong leadership and mentorship to your guest experience team. Foster a culture of collaboration and high performance, ensuring all staff members—both direct and contracted—are equipped to deliver outstanding service.
  • Build Stakeholder Relationships: Cultivate and maintain strong partnerships with airlines, concessionaires, regulatory authorities, and internal teams to ensure cohesive and aligned service delivery.
  • Shift Work Requirement: This position involves working in shifts and will include assignments during weekends, holidays, and potentially outside of standard business hours. Flexibility is essential, as the role requires adapting to various shifts to ensure continuous operational coverage. Candidates should be prepared to accommodate rotating schedules or extended hours as needed to meet the demands of the job.

Additional Information:

We are located in Building 111 in Jamacia Queens. As NTO progresses towards its operational phase, your role will transition to the vibrant and dynamic environment of the New Terminal One at JFK International Airport.
The New Terminal One will be:
  • A 23-gate, state-of-the-art, international-only terminal
  • Sustainably designed and future focused
  • Featuring expansive, naturally lit public spaces
  • Cutting-edge technology and an array of amenities
  • Designed to enhance the customer experience
  • Compete with some of the highest-rated airport terminals in the world.

How to Apply:

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Contact Information:

The New Terminal One
Human Resources
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