Manager- JFK Airport ACES Program
hace 2 días
New York
Position Summary Job Title: Manager JFK Airport, PANYNJ Customer Experience Specialists (ACES) program Reports To: Director, PANYNJ Airport Customer Experience Specialists (ACES) program Direct Reports: JFK Airport Assistant Manager, Recruiter, Trainer, Administrative Assistant Classification: Exempt/Full Time Job Summary: Responsible for all facets of ACES program at JFK Airport, including but not limited to: training, metrics and reporting, quality assurance, problem solving, budget management, scheduling/staffing/personnel actions, billing and customer relations. Essential Functions: Continual Problem Solving and Program Evolution • Spends a significant portion of the shift collaborating with the with the JFK Assistant Manager and staff to develop and implement program-wide initiatives aimed at improving customer service, operational efficiency, and overall outcomes of the ACES Program., • Serves as the primary point of contact for the PANYNJ JFK Airport Customer regarding the base contract schedule and adjustments, reporting of metrics, staffing requests, training, quality assurance and other operational matters., • Responsible for overall operational and financial performance of the JFK Airport ACES Program., • Acts as the primary point of contact for staffing subcontractors on matters such as staffing levels, invoice approvals, service standards., • Acts as the primary point of contact for all Union related issues to include: job bids, grievances, terminations etc., • Serves as the primary point of contact for monthly billing information, including the preparation and submission of supporting documentation., • Oversees and directs uniform ordering and inventory management., • Applies Block by Block standard concepts, processes, practices and policies to daily operations to address local needs and concerns., • Acts as a key representative of the program's visibility while functioning as a working director, actively participating in and observing daily operational tasks within airport terminals., • Collaborates with the local management team to direct team responses during unusual situations, incidents, or emergencies within serviced terminals, ensuring alignment with PANYNJ's processes and policies, and prioritizing the safety of ACES and the public., • Monitors daily hours and key service-level statistics, preparing written reports as required., • Educational Requirements: High School Diploma or GED accepted, commensurate with experience. Associates/Bachelor Degree is preferred., • Experience-: At least 5 years of experience in customer/client/employee relations., • Engaging and Positive Presence: The mission for the Block-by-Block ACES program is to be friendly and engaging. Must lead by example with friendliness and with a positive attitude., • Judgement and Decision Making- Must be competent to make decisions based on information available., • Communication Must have excellent interpersonal communication skills and the ability to communicate effectively with people on all levels., • Flexible Schedule: Must have the ability to work weekends and multiple shifts as needed., • Technological Skills: Must have excellent understanding and proficiency in MS Word, MS Excel and MS Outlook as well as Radios, SMART Phones, iPads and other platforms that are proprietary to Block by Block and PANYNJ. Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions of the job. Physical Requirements: May involve sitting, walking or standing for long periods of time (more than four hours a day). Occasional stretching, twisting or bending. Moderate physical activity. Requires handling of average-weight objects up to 25 pounds. Vision requirements to have ability to observe near and far. Work may involve moderate exposure to the elements, such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and/or loud noises Compensation: We are proud to offer the following benefits: • Health/Dental -- significant contribution of 'employee only' coverage, • Holidays -- 8 paid Holidays, • Vacation -- Two weeks of paid vacation immediately upon hire, three weeks of paid vacation after 5 years, • Life Insurance - $20,000 provided free with healthcare participation. Option to purchase additional at group rates, • Long Term Disability -- Paid by the company, • Short Term Disability -- Voluntary and paid by the employee, • 401k-- Eligible after one year of service, • Birthday Pay -- After one year of service Block by Block is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.