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About the Role
Responsible for all facets of the ACES program at JFK Airport, including training, metrics and reporting, quality assurance, problem solving, budget management, scheduling, staffing, personnel actions, billing, and customer relations.
Responsibilities
- Continual Problem Solving and Program Evolution
- Collaborate 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.
- Serve as the primary point of contact for the PANYNJ JFK Airport Customer regarding 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.
- Act as the primary point of contact for staffing subcontractors on matters such as staffing levels and invoice approvals.
- Act as the primary point of contact for all Union related issues, including job bids, grievances, and terminations.
- Serve as the primary point of contact for monthly billing information, including preparation and submission of supporting documentation.
- Oversee and direct uniform ordering and inventory management.
- Apply standard concepts, processes, practices, and policies to daily operations.
- Act 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.
- Collaborate with the local management team to direct team responses during unusual situations, incidents, or emergencies, ensuring alignment with PANYNJ's processes and policies.
- Identify opportunities for program improvement and evolution.
- Monitor daily hours and key service-level statistics, preparing written reports as required.
- Maintain effective communication with subordinates, Block by Block leadership, PANYNJ staff, and customers.
- Ensure compliance with all documentation requirements associated with the position.
Requirements
- High School Diploma or GED accepted, commensurate with experience.
- Associates/Bachelor Degree is preferred.
- At least 5 years of experience in customer/client/employee relations.
- Must lead by example with friendliness and a positive attitude.
- Must be competent to make decisions based on information available.
- Must have excellent interpersonal communication skills and the ability to communicate effectively with people on all levels.
- Ability to work weekends and multiple shifts as needed.
- Excellent understanding and proficiency in MS Word, MS Excel, and MS Outlook.
- Proficiency with Radios, SMART Phones, iPads, and other proprietary platforms.
- Minimum of 5 years management experience supervising large group of employees.
- Expert Customer Service Skills.
- Expert Judgement.
- Excellent Communication Skills.
- Expert in technology and computer skills.
- 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.
- 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.
Skills
- MS Word
- MS Excel
- MS Outlook
- Radios
- SMART Phones
- iPads
- Customer Service
- Interpersonal Communication
- Decision Making
- Problem Solving
- Budget Management
- Scheduling
- Staffing
- Personnel Actions
- Billing
- Customer Relations
- Training
- Metrics and Reporting
- Quality Assurance
- Union Relations
- Inventory Management
Location
- JFK Airport
Work Type
- Full-time
Experience Level
- Manager
- 5 years of experience in customer/client/employee relations
- 5 years management experience supervising large group of employees
Education Level
- High School Diploma or GED
- Associates Degree
- Bachelor Degree
About the Company
- Block by Block is an equal-opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for all employees.
Equal Opportunity
- Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions of the job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.