Operations Manager - Aces Program JFK Airport
BBB-5983
New York, New York, United States
Apply
X
Facebook
LinkedIn
Email
Copy
Benefits
We are proud to offer the following benefits:
Insurance: Medical with available FSA and/or HSA, Dental, Vision, Short-Term and Long-Term Disability, Life, and Accidental Death and Dismemberment, Critical Illness, and Accident.
Paid time off: Vacation, Sick Time and/or PTO (Only where required by local requirements and contract agreements), Paid Leave (only where required by law), Holidays (only where required by contract agreement), Floating Holidays (only where required by contract agreement), Birthday Pay (eligible after one year of service at most locations unless otherwise stated in CBA), Jury Duty (only where required by law).
Bonuses: Availability of bonuses varies and is dependent on multiple factors including but not limited to: location, position and contract agreements. Employee Recognition Awards, Employee Referral Bonus Program (select positions only), Bonus Program (Operations Manager, RVP, and executive positions only).
Other: 401K Retirement Savings Plan, Vehicle Allowance (only available for specific corporate positions, based on location and position).
Salary Range
$150,000 - $155,000
Job Description
Position Summary
Job Title:
Manager JFK Airport, PANYNJ Customer Experience Specialists (ACES) program
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.
Identify opportunities for program improvement and evolution.
Communication and Reporting:
Monitors daily hours and key service-level statistics, preparing written reports as required.
Maintains effective communication with a variety of stakeholders, including subordinates, Block by Block leadership assigned to the PANYNJ, staff members at all levels within the PANYNJ organization, and customers of the PANYNJ. Must also ensure compliance with all documentation requirements associated with the position.
Requirements:
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
Block by Block
is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Requirements
High School Diploma required, college or extended education preferred
Minimum of 5 years management experience supervising large group of employees
Expert Customer Service Skills -- Our entire mission is to be friendly and engaging. Must lead by example with their friendliness and with a positive attitude.
Expert Judgement -- must be comfortable and competent in order to make decisions based on information available.
Excellent Communication Skills
Expert in level technology and computer skills Must have a strong background with proficiency in MS Word, MS Excel and MS Outlook.
Shift
1st Shift
