About this role
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 Qualification s
- 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 organizati on 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 e xecutive 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 a nd 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.
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:
Minimum: $170,820 Midpoint: $222,070
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 .