Senior Manager, Customer Experience
Full-Time

Position Overview: 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.

FLSA Status: Exempt

Salary Range: $140,000 - $160,000

ESSENTIAL DUTIES AND RESPONSIBILITIES

o Provides leadership and operational support, enhancing coordination and execution of solutions to support business  operations and customers.

o 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. 

o 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.

o Collaborates with stakeholders to effectively resolve issues/escalations.

o Deploys tools and solutions for journey personalization and works to continuously innovate customer experiences. 

o Develops a cohesive CX performance evaluation across service and business partners.  

o Leverages data and analytics for identifying strengths and opportunities within T4 customer experience and maintains  the distinctive positioning of T4

o Promotes the T4 service culture through initiatives and relevant training to onboard new business partners and  employees.

o Engages with business partners on CX performance and collaborates on action plans and reports internally.  

o Owns and develops employee reward programs.

o Manages customer service contracts for the department and ensures briefing of up-to-date information.  

o Creates, owns, and administers JFKIAT’s Complaint Management framework and contact center.  

o Reports internally on key metrics.

o Defines, pilots, and implements standards/procedures for ensuring optimal customer experience. 

o Other duties as required and assigned by the Vice President, Customer Experience & Commercial.

MINIMUM QUALIFICATIONS

Education, Training, and Experience

o Bachelors degree required; MBA/Masters degree strongly preferred

o Accomplished customer experience professional with at least 5 to 7 years of experience in delivering best-in-class  customer service

o Airport/aviation experience preferred

Special Requirements

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

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge

Considerable knowledge of:

o Customer Relationship Management (CRM) concepts and platforms (Salesforce, Dynamics) 

o Microsoft office suite with marked proficiency using PowerPoint and Excel for presentations and metrics 

o Adobe Creative Suite

Skills

o Strong relationship building skills.

o 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.

o Communication skills, both written and verbal, with a proven ability to effectively partner with peers and senior  management in driving change

o 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 environment.  Strong sense of urgency, with ability to prioritize and manage multiple tasks simultaneously.

o Demonstrated ability to analyze data, make sound observations, and implement solutions.  

o Strong analytical skills and decisive decision-making skills; interested in “figuring out” solutions to problems or  methodology for improved deliverables

o Adaptable and ability to address problems and opportunities across the end-to-end customer journey 

o Experienced with best practice in aviation

o Customer focused and ability to build loyalty

Abilities

o 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. 

o Ability to effectively collaborate and influence stakeholders at all levels of the organization. 

o Strategic thinker with the ability to anticipate market trends and consumer behavior.

o Ability to meet deadlines

o Speak: Communicate information and ideas in speaking so others will understand

o Comprehend written information: Read and understand information and ideas presented in writing 

o Write: Communicate information and ideas in writing so others will understand

o Recognize problems: Tell when something is wrong or is likely to go wrong

o Reason to solve problems: Apply general rules to specific problems to produce answers that make sense 

o 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: pulling, pushing, and standing, sitting, stooping, walking,  crouching, kneeling, and jumping. While performing the duties of this job, the employee is regularly required to travel from  floor to floor and will be required to travel outside between buildings in varying outdoor weather conditions. 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, smelling, and vision abilities to include close vision, distance vision, color  vision, peripheral vision, depth perception and the ability to adjust focus.

All JFKIAT employees must commit to supporting our 4 strategic pillars:

And our corporate values designed to:

Email your resume to [email protected]