Manager- Newark Airport ACES Program

Job description

Position Summary Job Title: Manager Newark Airport, PANYNJ Customer Experience Specialists (ACES) program Reports To: Director, PANYNJ Airport Customer Experience Specialists (ACES) program Direct Reports: Newark Airport Assistant Manager, Recruiter, Trainer, Administrative Assistant Classification: Exempt/Full Time: Job Summary: Responsible for all facets of ACES program at Newark 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 Newark 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 Newark 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 financia...