Assistant Director, Aviation Customer Experience

Corporate New York, New York

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Description

Position at The Port Authority of NY & NJ

About the Role

The Port Authority is seeking a strategic and innovative leader to join the Aviation leadership team as Assistant Director, Aviation Customer Experience. Reporting to the Deputy Director, Business, Finance & Customer Experience, this role is responsible for designing, leading, and executing enterprise-wide customer experience (CX) strategy for the Port Authority airport system (JFK, LGA, EWR, and SWF).

The Assistant Director governs all aspects of customer experience, including strategy, service standards and compliance, wayfinding, customer communications, market research and surveys, customer service programs and staffing, customer correspondence, quality assurance programs, and Title VI & ADA compliance. The successful candidate will drive customer satisfaction across our airport system, ensuring world-class service, responsive programs, and positive experiences for 140M+ travelers annually.

Responsibilities

  • Strategic Leadership: Deliver a comprehensive CX program and strategy through management of a team of 10 professional staff and a consultant team.
  • Operational Excellence: Partner with Aviation leadership, airport management, and external partners to champion the customer perspective; influence, persuade, and elevate service quality standards and drive world-class performance across all organizational levels.
  • Customer Communications: Ensure the efficient management of communications channels including airport websites & AI tools, social media, and Salesforce. Lead efforts in coordination with Marketing, Media Relations, Government & Community Affairs, and airport partners to communicate critical travel information to customers.
  • CX Performance and Standards: Champion the management of customer service standards and performance measurement for employees, tenants, contractors, and terminal operations. Ensure adherence to CX and wayfinding standards in redevelopment and tenant construction.
  • Customer Service Delivery: Utilize quality assurance program findings to ensure continuous improvement. Oversee the efficient operation of Information Centers. Oversee management of the Airport Customer Experience Specialist (ACES), airport staff training, and reward and recognition programs.
  • Market Research and Surveys: Promote a comprehensive program of market research, customer surveys, and benchmarking, using data to inform operational decisions, resource allocations, customer programs, communications, and outreach reflective of customer needs.
  • Title VI and ADA Compliance: Oversee coordination of activities and initiatives to maintain compliance with federal regulations. Ensure collaboration across all stakeholders to meet the diverse needs of travelers at Port Authority airports.

 

Minimum Qualifications

  • Bachelor’s degree from an accredited college or university.
  • At least 7 years of experience in leading a customer experience function, aviation operational / strategic function, or related experience in the hospitality or marketing/communications industries. 
  • Significant experience in developing complex, enterprise-level strategies and implementation plans to meet goals, improve processes, and achieve business innovation.

 

Desired Qualifications

  • Experience in leading a customer service function in an aviation or transportation organization.
  • Demonstrated leadership capability, with the ability to manage, develop, and motivate staff.
  • Demonstrated success in navigating a complex organization’s structure, policies and procedures.
  • Demonstrated proficiency in effectively persuading, influencing and negotiating with individuals at all levels of the organization to achieve desired outcomes.
  • Demonstrated ability to cultivate collaboration, teamwork, and creativity to solve problems in a cross-functional, multi-disciplinary environment.
  • Demonstrated experience organizing a demanding workload with the ability to work in a high-pressure environment with multiple tasks due in a tight timeframe.
  • Excellent interpersonal skills with demonstrated ability in dealing effectively with internal and external executive staff.
  • Demonstrated ability to establish comprehensive, detailed plans with specific timelines, milestones, and deliverables necessary to meet or exceed project goals.
  • Demonstrated problem-solving, analytical and decision-making skills.
  • Strong, proven oral and written presentation skills.

 

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: $170,820  Midpoint: $222,070 

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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.

Disclaimer

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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