The Port Authority of New York and New Jersey is hiring a Training Coordinator to support the Airport Customer Experience Service Program. This is a hands-on, ‘working’ manager role where you will actively participate in daily operations while leading training and ensuring service excellence at the local airport level.
What You'll Do
- Lead training on all operations and equipment for Customer Experience Service Specialists, certifying qualified personnel.
- Ensure compliance with all customer service standards, procedures, and policies for airport operational activities.
- Assist the Operations Manager with administrative functions and focus on all operational activities of the local program.
- Provide daily guidance and direction for customer service airport operations, assist in developing deployment plans, and mentor staff to maximize resource effectiveness.
- Evaluate daily operational needs and staff performance, recommending adjustments to deployment plans and providing targeted retraining.
- Recruit, select, train, coach, and mentor staff to build a cohesive and effective team.
- Ensure service expectations are met through regular shadowing and mentoring, evaluating both individual and program performance.
- Actively engage with customer representatives and stakeholders to discuss local issues and implement new strategies for service improvement.
- Use standard and custom reporting processes to update stakeholders on program accomplishments and effectiveness.
Team & Environment
You will assist the Airport Manager and Operations Manager, reporting directly to the Airport Manager.
Work Mode
This position is onsite at the airport location.
The Port Authority of New York and New Jersey is an equal opportunity employer.
