Project Coordinator, Customer Communications

Engineering New York, New York

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Description

Position at The Port Authority of NY & NJ

About the Role

 

The Aviation Department is looking for a Project Coordinator to join the Customer Experience (CX) unit to manage Aviation’s customer communications channels. The CX team is responsible for developing customer experience strategy, standards, and programs across PANYNJ’s airports (JFK, LGA, EWR, SWF, TEB), ensuring a high standard of service delivery, and driving improved customer satisfaction through effective use of customer feedback.

 

Reporting to the Manager of Customer Experience, the Project Coordinator will be responsible for maintaining and updating content on the airport websites; ensuring that customers who reach out for assistance receive prompt and helpful responses across a variety of communications channels; and providing critical business and communications support, ensuring that all communications align with the strategic vision of the Port Authority Aviation department as an operator of world-class airports.

 

 

Responsibilities

  • Update and proactively maintain content on airport websites; manage projects for UI/UX improvements and new functionalities.
  • Support other airport stakeholders in making website updates and ensure compliance with brand guidelines and approval processes.
  • Perform regular audits of airport information on both internal and external sites, including auditing AI chatbot interactions; liaise with stakeholders to ensure information about Port Authority airports is consistent and up-to-date across a range of communications channels.
  • Monitor website data analytics and provide actionable insights; recommend and implement improvements on the websites; communicate recommendations about improved service or offerings to airport stakeholders.
  • Oversee and coordinate customer feedback and complaints using CRM system (Salesforce) in partnership with airport staff.
  • Ensure compliance with standard operating procedures (SOPs) for customer correspondence; implement staff training to ensure consistency and quality of customer communications.
  • Monitor engagement with audiences across social media and CRM platforms to ensure prompt responses to inquiries, comments, and direct messages. Track and analyze customer engagement, sentiment, and issue resolution metrics from social media and feedback portals.
  • Prepare a wide range of correspondence and content on behalf of the Customer Experience team. Develop e-mails, memos, letters, presentations, and digital messaging to be delivered to diverse internal and external audiences.
  • Collaborate with Aviation, Marketing, Technology and other internal stakeholders to obtain the necessary information and concurrence on all communications.
  • Administer and maintain documentation relating to Aviation’s communication functions, to ensure alignment with the overall team’s workflows and objectives.
  • Provide critical business support to ensure the successful day-to-day operations of the Customer Experience unit in a fast-paced environment.

Minimum Qualifications

  • Bachelor’s degree in Marketing, Communications, Public Relations, or a related discipline from an accredited college or university
  • A minimum of two (2) years of relevant experience.
  • Demonstrated ability to work independently and manage multiple tasks within tight turnaround periods, while maintaining attention to detail
  • Ability to travel to Port Authority airport facilities (JFK, LGA, EWR, TEB, SWF) as needed
  • Successful candidate must be able to pass a fingerprint-based, Criminal History Records Check (CHRC), mandated by 49 CFR Part 1542, and will be required to qualify for and maintain an airport Security Identification Display Area (SIDA) credential

Desired Qualifications

  • Strong writing, presentation, and interpersonal skills, with the ability to develop communications for a wide range of audiences
  • Proven experience in both project management and digital communications
  • Experience using Adobe Experience Manager (AEM) or other Content Management Systems (CMS) to manage web content, and familiarity with web analytics tools
  • Experience using Salesforce for customer relationship management
  • Familiarity with social media management tools (e.g. Hootsuite, Brandwatch)
  • Demonstrated analytical skills, including the ability to interpret, organize, and analyze information
  • Customer-centric mindset and a commitment to public and customer service

Selection Process

The application process varies by position, but typically includes an initial phone interview for qualified candidates, followed by a more in-depth interview(s) and/or assessment(s). Selected candidates who are made a conditional job offer will be asked to undergo a background check.

Compensation, Benefits & On-Site Collaboration Requirements:​

The Port Authority of New York and New Jersey offers a competitive benefits package and a professional environment that supports development and recognizes achievement.​ Click here for more information about benefits, our culture, and career development opportunities.​

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The Port Authority of New York and New Jersey anticipates that the actual salary offered to a successful candidate will depend on aspects such as experience, knowledge, skills, abilities, and internal factors. The expected compensation range for this role is:​

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Minimum: $66,482   Midpoint: $86,436   Maximum: $106,392​

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In accordance with Port Authority policy, this position permits employees to work remotely a maximum of one day per week. In person collaboration is essential to how the Port Authority conducts business, and regular in-office days or team collaboration days may be required on business needs.

 

 

How to Apply: Interested candidates should apply to this job by clicking on the "Apply Now" button and submitting a resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications. 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 twenty three billion in annual wages and eighty 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. Equal Opportunity Employer The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer. It is the Port Authority’s policy, in accordance with the Americans with Disabilities Act (ADA) and other applicable laws, to provide reasonable accommodations to qualified persons with disabilities who are employees or applicants for employment and who request the Port Authority do so, unless providing the requested accommodation would result in an undue hardship to the Port Authority. Job applicants may request a reasonable accommodation (1) if they claim a disability is affecting the interview process, or (2) to ensure that if they are selected for a position, they can perform the essential job functions. To submit a request, please contact the recruiter or email the Human Resources Department’s Disability Accommodation Coordinator at [email protected]. The Port Authority will treat any request for Reasonable Accommodation by a job applicant confidentially.

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