Associate Customer Experience Coordinator

About the Role

Under general direction of the Sr Customer Experience Programs Manager, coordinates project activities and related tracking for multiple projects in various stages in designated areas of the Customer Experience department. Assists with the development of standardized procedures and project plans for multiple processes and projects.

Key Responsibilities

• Updates project budget documents to track planned expenditure against actuals and assists with any invoices received.
• Assists with updating the department project dashboard to increase transparency for the Customer Experience leadership team.
• Creates project schedules under the direction of the Senior Manager and revises as appropriate to meet changing needs and requirements.
• Provides project owners with tools to organize and manage initiatives, timelines, and budgets.
• Assists with updates to individual plans as a central resource for all Customer Experience managers to provide a consistent approach for all initiatives and to provide quick plan/project tracking.
• Meets regularly with project owners to assist with reporting and tracking.
• Effectively communicates relevant project information to the Senior Manager.
• Performs advanced, diversified, and confidential administrative tasks.
• Composes routine and non-routine correspondence, researches, compiles, and prepares a variety of reports and materials utilizing word processing, presentation/graphics, and spreadsheet software.
• Monitors various terminal projects that may impact terminal operations and overall customer experience and informs department leadership team.
• Updates and monitors various spreadsheets related to other departmental issues/projects that directly impact the customer experience (e.g., Maintenance issues, DCC/Planning Projects, CBP related improvements, etc.) and communicates updates to key personnel.
• Prepares and disseminates information in report and/or PowerPoint format.
• Other related duties as assigned.

Requirements & Tech Stack

• Bachelor’s degree in business, communications, or related field.
• Proficiency with Microsoft Outlook, PowerPoint, Excel, and Word.
• Possession of a valid Class C driver’s license.

Qualifications

• Knowledge and ability to document processes.
• Ability to handle numerous tasks or assignments simultaneously and to coordinate work activities in order to accomplish work assignments under time pressure.
• Ability to communicate clearly and effectively, both orally and in writing, in general and technical terms, with Board staff, concessionaires, and management.
• Ability to work independently.
• High attention to detail and organization.

Special Requirements

• Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.
• Ability to obtain Department of Homeland Security Customs and Border Protection (CBP) security access clearance within thirty (30) days from date of employment and maintain qualification for CBP security access clearance upon each CBP security access renewal.
• This is a designated essential employee position; attendance is required to maintain airport operations during an emergency or inclement weather situation.