Senior Manager, Customer Experience

Job No.: 000168 JFKIAT - Terminal 4 Full-time • Hybrid Required Experience: Senior Level Location:  John F. Kennedy International Airport NY 
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The Senior Manager, Customer Experience is critical to the success of JFKIAT’s customer experience strategy. This position will develop an accurate, consistent, and shared understanding of who our customers are, their needs, and how they perceive the interactions at Terminal 4. The Senior Manager, Customer Experience plans, establishes and promotes the maintenance of a strong customer-focused service culture across Terminal 4.

Compensation:

$140000 - $160000 Per Year

Qualifications & Requirements:

EDUCATION, TRAINING, AND EXPERIENCE
  • Bachelors degree required; MBA/Masters degree strongly preferred
  • Accomplished customer experience professional with at least 5 to 7 years of experience in delivering best-in-class customer service 
  • Airport/aviation experience preferred
Special Requirements 

Must be able to pass a criminal background check and obtain and maintain federally mandated security clearances required to work at an airport.

KNOWLEDGE 

Considerable knowledge of:
  • Customer Relationship Management (CRM) concepts and platforms (Salesforce, Dynamics)
  • Microsoft office suite with marked proficiency using PowerPoint and Excel for presentations and metrics
  • Adobe Creative Suite
SKILLS 
  • Strong relationship building skills
  • Excellent presentation skills with ability to present both qualitative and quantitative information in a clear, concise and persuasive manner to all levels of the organization
  • Communication skills, both written and verbal, with a proven ability to effectively partner with peers and senior management in driving change 
  • Excellent organization and project management skills; strong attention to detail and quality output
  • Solid business planning skills, with ability to adapt to changes in priorities and procedures in a fast-paced, dynamic environments 
  • Strong sense of urgency, with ability to prioritize and manage multiple tasks simultaneously
  • Demonstrated ability to analyze data, make sound observations, and implement solutions
  • Strong analytical skills and decisive decision-making skills; interested in “figuring out” solutions to problems or methodology for improved deliverables 
  • Adaptable and ability to address problems and opportunities across the end-to-end customer journey
  • Experienced with best practice in aviation
  • Customer-focused and ability to build loyalty
ABILITIES
  • Ability to meet development scope, schedule and budget commitments.
  • Ability to work cross-functionally and build working relationships through collaboration, influence, and negotiation to successfully accomplish a task; ability to gain consensus and support for efforts across disparate groups.
  • Ability to effectively collaborate and influence stakeholders at all levels of the organization.
  • Strategic thinker with the ability to anticipate market trends and consumer behavior.
  • Ability to meet deadlines
  • Speak: Communicate information and ideas in speaking so others will understand
  • Comprehend written information: Read and understand information and ideas presented in writing.
  • Write: Communicate information and ideas in writing so others will understand
  • Recognize problems: Tell when something is wrong or is likely to go wrong
  • Reason to solve problems: Apply general rules to specific problems to produce answers that make sense
  • Make sense of information: Quickly make sense of, combine, and organize information into meaningful patterns
PHYSICAL CONDITIONS/WORK ENVIRONMENT

The Americans with Disabilities Act prohibits discrimination against a qualified individual with a disability. To be qualified for this position, an individual must meet the following standards and/or be able to perform the essential functions and activities. The physical activities for this position involve reaching, pushing, and sitting. While performing the duties of this job, the employee is regularly required to travel throughout the terminal. An individual in this position may be required to lift and/or move more than 15 pounds. The essential sensory and communicative activities include feeling, speaking, hearing, and vision abilities, including close vision, distance vision, color vision, and depth perception.

Job Responsibilities:

  • Provides leadership and operational support, enhancing coordination and execution of solutions to support business operations and customers.
  • Initiates and consolidates Voice of Customer programs to determine trends, opportunities, and provides recommendations for customer satisfaction and engagement, and expanding new business/terminal offerings. 
  • Develops action plans to mitigate complaints or enhance the overall customer experience identified through journey mapping and by personas; develops and monitors tangible metrics to measure success, and partners within the organization as needed, from inception to launch.
  • Collaborates with stakeholders to effectively resolve issues/escalations.
  • Deploys tools and solutions for journey personalization and works to continuously innovate customer experiences.
  • Develops a cohesive CX performance evaluation across service and business partners.
  • Leverages data and analytics for identifying strengths and opportunities within T4 customer experience and maintains the distinctive positioning of T4.
  • Promotes the T4 service culture through initiatives and relevant training to onboard new business partners and employees.
  • Engages with business partners on CX performance and collaborates on action plans and reports internally.
  • Owns and develops employee reward programs.
  • Manages customer service contracts for the department and ensures briefing of up-to-date information.
  • Creates, owns, and administers JFKIAT’s Complaint Management framework and contact center.
  • Reports internally on key metrics.
  • Defines, pilots, and implements standards/procedures for ensuring optimal customer experience.
  • Other duties as required and assigned by the Vice President, Customer Experience & Commercial.

Additional Information:

FLSA STATUS: EXEMPT

How to Apply:

Submit all resumes and inquiries to hr@jfkiat.com with the subject heading of Operations Internship.
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Contact Information:

JFKIAT - Terminal 4
Human Resources
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