Director of PANYNJ ACES Program

Job description

Position Summary Job Title: Director, PANYNJ Airport Customer Experience Specialists (ACES) program Reports To: Division Vice President: Direct Reports: LaGuardia Airport ACES Manager, Newark Airport ACES Manager, JFK Airport ACES Manager and Stewart Airport ACES Manager Classification: Exempt/Full Time: Job Summary: Responsible for all facets of ACES program, 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 LaGuardia, JFK, Newark and Stewart Airport Managers 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 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 ACES Pro...