Program Manager, Concessions & Strategic Customer Experience

Website PANYNJ The Port Authority of New York & New Jersey

Direct the Port Authority Street Pricing standards compliance program and Value for Money Initiatives including:

-Assists the Concessions Manager and the Aviation Commercial Officer (ACO) in the development and implementation of strategies, policies, standards and guidance to external stakeholders,
-Under the guidance of the Concessions Manger and in coordination with the Customer Experience Service Delivery Organization (CxSDO), establishes and maintains internal inspection and mystery shop processes for the enforcement of Street Pricing and Value for Money standards
-Establishes and delivers training in conjunction with the Street Pricing Standards Manual for internal and external stakeholders
-Coordinates with CxSDO regarding preparation for and implementation of inspections, and the aggregation and summarization of inspection results
-Manages the review of all required submissions by terminal operators, concession management companies, and concessionaires for compliance with standards and oversees the responses to and any follow up regarding those submissions
-Manages, audits, and directs work with consultant partners on review of submissions relating to street pricing, and enhancements to the street pricing processes, templates and analytics tools
-Tracks compliance with standards by concessions, terminal operators, and concession management companies and manages the responses to discrepancies and the imposition of remedies in accordance with the policies and applicable PANYNJ agreements
-Provide data performance insights to amend / supplement existing lease agreements, lease exhibits, and permits relating Street Pricing policy program and Value for Money Initiative
-Maintains regular periodic forums and working group sessions with external concession stakeholders to discuss ongoing trends and challenges in compliance with Street Pricing standards and best practices in Value for Money offerings

Directs the collection, analysis, and reporting of airport concessions-related data including concessionaire Point-of-Sale sales data, revenues, value offerings

-Oversees development and maintenance of internally facing data products, including electronic reports, dashboards, forecasts, and data analyses related to historical / future concessions Point-of-Sale (POS) sales data, revenues, street pricing, agreement summaries, operations status, and value offerings
-Responsible for developing a concession financial reporting database system for concessions programs to track financial results among the airports and against industry standard benchmarks to support the Aviation Department’s business and strategic plans, improvements, customer perceptions and revenue estimates
-Analyzes Airport Service Quality, J D Powers, and other passenger survey information relating to the PA Airports concession program and assists in the identification of trends and development of strategies to address deficiencies
-Prepares executive and stakeholder briefings and internal management reports including responses to executive requests for concessions statistics and assemble customized data analysis & visualizations, as appropriate
-Prepares analytics and presentation documents, including an annual “Year in Review” report highlighting concessions activity at our facilities, “Quarterly Briefings” sharing industry trends with all stakeholders, as well as required data analytics and business intelligence reporting
-Manages reporting format for specific internal and external stakeholder, performance analyses, and compliance with the provisions of agreements, including tracking payments amongst Concessionaire agreements

The selected candidate will actively participate in Concession, CX initiatives, and efforts designed to improve the customer experience and support the Concession Manager and team to maintain PANYNJ CX standards and performance management goals. in delivering resolutions for identified deficiencies and continuous improvement to customer service to drive critical projects and initiatives as they arise. The role involves a wide range of project management and support including relationship building, collaboration among internal and external airport staff, managing impending deadlines, and driving initiatives to completion in a fast-paced environment.


Candidates must present the following qualifications to be considered eligible for this position:

-Bachelor’s Degree from an accredited college or university in Aviation, Business Administration, Economics, Computer Science, Data Analytics, or a related field or equivalent.
-At least 5 years experience in project management, contract administration, concessions management, service delivery-oriented operations, or other related business experience.
-Experience in airport concessions including an understanding of concessions operations and pricing.
-Experience with business intelligence tools and relational databases.


Ideal candidates will present the following profile:

-Excellent writing, communication, and presentation skills to all staff levels.
-Demonstrated experience coordinating with external stakeholders (e.g., government or transportation agencies) to coordinate the advancement of major projects
-Demonstrated a track record of driving business decisions that improve the customer experience with problem solving and conflict resolution.
-Experience in streamlining efficiency on business needs with cross-functional teams and stakeholders
-Experience in data analysis and business intelligence roles, preferably in an aviation or transportation focused industry.
-Advanced proficiency in MS Suite (Excel, PowerPoint, Word, Teams, SharePoint, Outlook, etc.)
Compensation & Benefits

The Port Authority of New York and New Jersey offers a competitive salary, an outstanding benefits package and a professional environment that supports development and recognizes achievement.

How To Apply

Interested candidates should apply to this job by clicking on the Apply Now button and submitting a combined cover letter and resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications.

Only applicants under consideration will be contacted.

About The Port Authority

Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency’s network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than $23 billion in annual wages and $80 billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.


The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.

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