Operations Manager - Aces Program JFK Airport

Block by Block•New York, NY

1d•Onsite

About The Position

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. This role involves continual problem solving and program evolution, acting 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. The Operations Manager is responsible for the overall operational and financial performance of the JFK Airport ACES Program, acting as the primary point of contact for staffing subcontractors, union-related issues, and monthly billing information. The role also includes overseeing uniform ordering and inventory management, applying Block by Block standard concepts to daily operations, and serving as a key representative of the program's visibility while functioning as a working director. Collaboration with the local management team is essential for directing team responses during unusual situations, incidents, or emergencies, ensuring alignment with PANYNJ's processes and policies, and prioritizing safety. The position requires monitoring daily hours and key service-level statistics, preparing written reports, and maintaining effective communication with various stakeholders, including subordinates, Block by Block leadership, PANYNJ staff, and customers, while ensuring compliance with all documentation requirements.

Requirements

High School Diploma or GED accepted, commensurate with experience.
At least 5 years of experience in customer/client/employee relations.
Must lead by example with friendliness and with 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.
Must have the ability to work weekends and multiple shifts as needed.
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.
Minimum of 5 years management experience supervising large group of employees
Expert Customer Service Skills
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.

Nice To Haves

Associates/Bachelor Degree is preferred.
college or extended education preferred

Responsibilities

Continual Problem Solving and Program Evolution
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 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.
Act as the primary point of contact for staffing subcontractors on matters such as staffing levels, invoice approvals, and service standards.
Act as the primary point of contact for all Union related issues to include: job bids, grievances, terminations etc.
Serve as the primary point of contact for monthly billing information, including the preparation and submission of supporting documentation.
Oversee and direct uniform ordering and inventory management.
Apply Block by Block standard concepts, processes, practices, and policies to daily operations to address local needs and concerns.
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 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.
Monitor daily hours and key service-level statistics, preparing written reports as required.
Maintain 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.
Ensure compliance with all documentation requirements associated with the position.