Customer Experience Program Manager

Description

Responsibilities

The Aviation Department of the Port Authority of New York and New Jersey seeks an experienced Customer Experience Program Manager who will be responsible for implementing and leading Customer Experience and Airport Employee transformation programs to improve PANYNJ airports rankings in customer satisfaction surveys and revolutionize the customer experience for all.

Reporting to the Manager, Customer Experience, the Customer Experience Program Manager will manage several communications and airport employee enablement programs: Specific responsibilities include, but are not limited to

Airport Employee Enablement

• Manage and develop airport employee training and reward and recognition programs to drive courtesy improvements.
• Manage Airport Employee Working Group, including recruitment, planning, execution and follow-up implementation
• Collaborate with Airport Customer Experience Liaisons to develop and operationalize employee enablement programs
• Establish, Manage, and track various employee courtesy KPIs and targets.
• Identify and recommend/ implement mitigation strategies as needed
• Ensure the consistent delivery of quality customer experience in line with Aviation’s Airport Customer Experience Performance and Standards Manual.
• Develop and implement communications to increase the awareness and use of the WE SOAR Higher Airport employee reward and recognition program.
• Manage the computer-based training learning management contract and WESOAR website domain, providing as-needed training and website enhancements

Communications

• Craft, write and produce communications for Aviation Customer Experience leadership on a wide range of initiatives aimed at driving a world-class customer experience.
• Liaise with Marketing Department and Aviation Department members to identify and develop CX communications plans that reach the public at large, airport stakeholders and airport employees.
• Develop and create engaging CX presentations for executive level airport stakeholder groups
• Participate and/or represent CXU in redevelopment meetings and developments directly impacting customer or employee experience.

Program Management

• Serve as project manager for certain customer experience initiatives – develop project plans, establish milestones, and manage projects deliverables and schedules, including but not limited to the Airport Customer Experience Specialist (ACES) and Social Media Monitoring (SMM) programs
• Lead as the primary central office contract administrator for the department’s ACES, SMM, Virtual Assistance, employee rewards and recognition and employee training contracts.
• Support the procurement of the $180 million multi-facility ACES contract, including but not limited to the coordination of RFP committee sessions, contract authorization process, transition, implementation and program improvement
• Provide support and collaborate with others on programs that support the CX mission
• Drive alignment and the consistent implementation and operation of CX programs and service delivery at all PA airports.
• Document and develop SOPs to institutionalize CX team practices
• Benchmark, identify, and implement customer and employee experience initiatives.
• Work closely with the Customer Experience team, Landside Operations units, as well as external airport partners, to ensure the diverse needs of all segments of customers.

Qualifications

Candidates must present the following qualifications to be considered eligible for this position:

• Bachelor’s Degree in from an accredited college or university.
• Five (5) years in Customer or Employee experience within a complex operations environment, communications, project management or other related business processes.
• Experience aligning cross-functional employee experience programs across multiple stakeholders
• Prior working knowledge and understanding of integrating Customer Experience needs into day-to-day decision making and projects.
• Ability to travel to all airports as needed

Desired

Ideal candidates will present the following profile:

• Bachelor’s Degree Communication, Marketing, Public Administration or Business Management from an accredited college or university.
• Noted experience managing large scale programs and projects across all verticals
• Contract management experience
• Manage on-going program engagement and communicate to management of all levels in the organization
• Working knowledge of Aviation facilities, employee enablement programs, communications, and marketing
• Strong organizational skills, including the ability to prioritize multiple assignments with competing deadlines.
• Excellent written, verbal and presentation skills including the ability to make concise presentations to a variety of audiences to support customer service programs.
• Strong communications skills and advanced skills developing presentations.
• Strong program management skills, including developing, implementing, and managing project plans, deliverables, and schedules.