Customer Service Manager

We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signaling and digital mobility solutions. Joining us means joining a truly global community of more than 75,000 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.

 

Join us as Customer Service Manager, and you’ll be looking at a career-defining role based at the JFK New York Airport Location.

JOB TITLE & JOB CODE

Job Title (Job Code): Customer Service Manager

PURPOSE OF THE JOB

The purpose of the job is to work closely with the Senior Customer Service Manager to ensure world-class customer experience for the JFK AirTrain passengers by providing a safe and smooth experience while in the JFK AirTrain system. This requires a focus on continuously improving all aspects of customer experience and related processes and practices. The Customer Service Manager will assist in fostering a positive and productive work environment, resolving team conflicts, promoting teamwork, and providing a positive employee experience, which will be result in a world-class customer experience for the passengers of the AirTrain System.

ORGANISATION

Organization structure (job belongs to:)

Services NAM (JFK)

Reports directly to:

Senior Manager

PMO

Customer Service

Other reporting to:

Site Director

 

Direct reports:

Customer Service Supervisors

Network & Links

Internal

• Operations
• Safety

External

• PANYNJ Redevelopment Office
• PANYNJ Rail Operations

 

MAIN RESPONSIBILITIES  

• Assist in promoting a safety culture by communicating safety-related information, updates, and best practices to customers and employees.
• Assist with implementing safety policies, procedures, and guidelines to protect customers, employees, and assets and coordinate with relevant departments.
• Conduct investigations and implement corrective actions to prevent similar incidents in the future.
• Enhance and execute strategy and detailed plan that emulates an organization that provides a sustainable world-class customer experience.
• Collaborate with the Customer Service Leadership team to enhance and execute the customer service strategy aligned with the Port Authority of New York and New Jersey’s goal of world-class customer experience for their passengers.
• Continuously monitor industry trends, customer expectations, and emerging best practices to enhance the customer experience.
• Assist in handling customer escalations and resolving complex customer issues. Work closely with Customer Service representatives to address customer complaints, provide satisfactory solutions, and ensure timely resolution.
• Collaborate with site leadership to evaluate and enhance customer service processes and procedures.
• Identify areas for improvement, implement strategies to streamline operations, and monitor key performance indicators – develop mitigation plans to address KPI shortfalls.
• Assist in the training and development of Customer Service staff by supporting the implementation of training programs, providing ongoing coaching and feedback, and ensuring that the staff is equipped with the necessary skills and knowledge to deliver exceptional service.
• Assist with collecting and analyzing Customer Service data, including customer feedback, performance indicators, and trends. Support preparing reports and recommendations for continuous improvement of customer service operations.
• Establish and enforce customer service standards across all customer touchpoints.

 MAIN REQUIRED COMPETENCES

Educational Requirements

Mandatory:

• Some college or demonstrated work experience equivalent

 

Desirable:

• Bachelor's degree in business administration, marketing, or a related field

 

EXPERIENCE

• Proven experience in a customer service management role, with a minimum of 3-5 years of experience
• Experience in developing and implementing customer service strategies and initiatives
• Ability to analyze customer service metrics and drive continuous improvement
• Excellent interpersonal and communication skills
• Strong leadership and team management abilities
• Proven ability to collaborate with cross-functional teams
• Experien