Project Coordinator, Customer Communications

The Port Authority of NY & NJ•New York, NY

10d•$66,482 - $106,392•Hybrid

About The Position

The Aviation Department is looking for a Project Coordinator to join the Customer Experience (CX) unit to manage Aviation’s customer communications channels. The CX team is responsible for developing customer experience strategy, standards, and programs across PANYNJ’s airports (JFK, LGA, EWR, SWF, TEB), ensuring a high standard of service delivery, and driving improved customer satisfaction through effective use of customer feedback. Reporting to the Manager of Customer Experience, the Project Coordinator will be responsible for maintaining and updating content on the airport websites; ensuring that customers who reach out for assistance receive prompt and helpful responses across a variety of communications channels; and providing critical business and communications support, ensuring that all communications align with the strategic vision of the Port Authority Aviation department as an operator of world-class airports.

Requirements

Bachelor’s degree in Marketing, Communications, Public Relations, or a related discipline from an accredited college or university
A minimum of two (2) years of relevant experience.
Demonstrated ability to work independently and manage multiple tasks within tight turnaround periods, while maintaining attention to detail
Ability to travel to Port Authority airport facilities (JFK, LGA, EWR, TEB, SWF) as needed
Successful candidate must be able to pass a fingerprint-based, Criminal History Records Check (CHRC), mandated by 49 CFR Part 1542, and will be required to qualify for and maintain an airport Security Identification Display Area (SIDA) credential

Nice To Haves

Strong writing, presentation, and interpersonal skills, with the ability to develop communications for a wide range of audiences
Proven experience in both project management and digital communications
Experience using Adobe Experience Manager (AEM) or other Content Management Systems (CMS) to manage web content, and familiarity with web analytics tools
Experience using Salesforce for customer relationship management
Familiarity with social media management tools (e.g. Hootsuite, Brandwatch)
Demonstrated analytical skills, including the ability to interpret, organize, and analyze information
Customer-centric mindset and a commitment to public and customer service

Responsibilities

Update and proactively maintain content on airport websites; manage projects for UI/UX improvements and new functionalities.
Support other airport stakeholders in making website updates and ensure compliance with brand guidelines and approval processes.
Perform regular audits of airport information on both internal and external sites, including auditing AI chatbot interactions; liaise with stakeholders to ensure information about Port Authority airports is consistent and up-to-date across a range of communications channels.
Monitor website data analytics and provide actionable insights; recommend and implement improvements on the websites; communicate recommendations about improved service or offerings to airport stakeholders.
Oversee and coordinate customer feedback and complaints using CRM system (Salesforce) in partnership with airport staff.
Ensure compliance with standard operating procedures (SOPs) for customer correspondence; implement staff training to ensure consistency and quality of customer communications.
Monitor engagement with audiences across social media and CRM platforms to ensure prompt responses to inquiries, comments, and direct messages. Track and analyze customer engagement, sentiment, and issue resolution metrics from social media and feedback portals.
Prepare a wide range of correspondence and content on behalf of the Customer Experience team. Develop e-mails, memos, letters, presentations, and digital messaging to be delivered to diverse internal and external audiences.
Collaborate with Aviation, Marketing, Technology and other internal stakeholders to obtain the necessary information and concurrence on all communications.
Administer and maintain documentation relating to Aviation’s communication functions, to ensure alignment with the overall team’s workflows and objectives.
Provide critical business support to ensure the successful day-to-day operations of the Customer Experience unit in a fast-paced environment.