Manager, Digital Experience

JFK International Air Terminal LLC•New York, NY

3d•$120,000 - $140,000•Onsite

About The Position

The Manager, Digital Experience, is a creative and operationally minded professional responsible for developing, managing, and governing employee and passenger-facing content across Terminal 4 at JFK International Airport. Sitting within the Customer Experience and Commercial team, this role bridges brand experience, internal and operational communication, and digital media execution to ensure that every piece of content reflects T4's brand standards, clarity of information, and the complex regulatory environment of an international hub terminal. The Manager, Digital Experience, plays a key role in the implementation of the T4 Communications Plan. A core function of this role is the creation and management of digital signage templates for temporary messaging and for special scenarios, including operational disruptions such as weather delays, event communications, and seasonal or holiday messaging. The Manager, Digital Experience, will also support broader content strategy initiatives including T4 social channels, internal communications and programming for the T4 employee platform, and marketing collateral, serving as a connective thread between the Terminal Experience goals and broader T4 North Star objectives.

Requirements

Bachelor’s degree in graphic design, communications, marketing, or a related field, or equivalent professional experience
5 years of experience in content creation, visual design, digital communications, or a related field
Must be able to pass a criminal background check and obtain and maintain federally mandated security clearances required to work at an airport.
Strong working knowledge of brand standards application, including the ability to adapt creative work to established visual identity systems.
Familiarity with airport, transportation, or public venue communications environments.
Understanding of ADA accessibility requirements and multilingual communication best practices for public signage.
Experience navigating regulated or multi-stakeholder brand environments.
Background in social media content creation and community management.
Proficiency in Adobe Suite (Illustrator, Photoshop); demonstrated ability to produce production-ready design assets for print, digital, and physical touchpoints.
Experience with Figma for collaborative design, prototyping, or template development.
Proficient in Microsoft Office 365 - communications, documentation, and collaboration.
Experience with Workvivo or similar employee internal communications platforms.
Experience with Meta Business Suite and LinkedIn.
Experience with digital signage platforms (e.g., Stratacache Scala or similar).
Excellent written communication skills with a demonstrated ability to write clearly and concisely for a diverse, multilingual audience.
Highly organized, with strong project management instincts and the ability to manage multiple concurrent content requests under deadline pressure.
Active learning: Understand the implications of new information for both current and future problem-solving and decision-making
Active listening: Give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times
Time management: Manage one’s own time or the time of others
Coordination with others: Adjust actions in relation to others' actions
Judgement and decision making: Consider the relative costs and benefits of potential actions to choose the most appropriate one
Ability to work in a fast-paced, operationally dynamic environment where content needs can arise with little advance notice.
Comprehend oral information: Listen to and understand information and ideas presented through spoken words and sentences
Speak: Communicate information and ideas in speaking so others will understand
Comprehend written information: Read and understand information and ideas presented in writing
Write: Communicate information and ideas in writing so others will understand
Recognize problems: Tell when something is wrong or is likely to go wrong
Reason to solve problems: Apply general rules to specific problems to produce answers that make sense
Make sense of information: Quickly make sense of, combine, and organize information into meaningful patterns

Responsibilities

Serve as the primary creator of digital signage content across passenger-facing, operational, and regulatory signage types, working within established T4 brand standards.
Develop and maintain a library of approved templates to support time-sensitive deployment by Operations and IT&D, including for temporary and IROPS scenarios.
Navigate the dual requirements of T4 brand guidelines and PANYNJ wayfinding standards, ensuring compliant and visually consistent output across signage categories.
Collaborate with CX&C, Operations, Safety & Security, and airline partners throughout the content creation workflow, from request intake through final approval.
Support the deployment of approved content via the Stratacache Scala digital signage platform in coordination with IT&D (training provided).
Serve as a guardian of the T4 brand voice and visual identity across all passenger-facing and T4 internal content touchpoints.
Support the development and maintenance of T4 brand standards documentation and content governance guidelines.
Develop and maintain deep working knowledge of the T4 Communications Plan, including its governance frameworks, approval workflows, and signage standards, serving as an internal resource for its day-to-day implementation across content touchpoints.
Collaborate with the CX team to align content production with broader CX and commercial strategy priorities.
Contribute to content planning and calendaring, anticipating seasonal, operational, and commercial content needs across the terminal.
Support the creation and scheduling of social media content that reflects the passenger experience at Terminal 4, including promotions, operational updates, and brand storytelling.
Manage the implementation of the T4 Employee Platform and develop key resource requirements and regular program of engaging content to promote usage and retention across T4 employee community. Monitor content performance and contribute insights to inform future content decisions.
Partner with Operations, Safety & Security, IT, and Terminal Redevelopment teams to ensure content is accurate, timely, and operationally appropriate.
Coordinate with airline partners, food and retail concessions, TSA, and CBP stakeholders as needed to align signage and communications content.
Liaise with PANYNJ representatives to ensure signage content meets applicable Port Authority standards and approval requirements.
Work with external vendors and agencies on content production as directed.