Could you be the full-time onsite Customer Service Manager in New York Airport, NY, US we're looking for? Your future role Take on a new challenge and apply your customer-centric expertise in a new cutting-edge field. You'll work alongside innovative, collaborative, and dedicated teammates. You'll play a pivotal role in elevating the customer journey, ensuring a world-class experience for JFK AirTrain passengers by enhancing safety, streamlining service processes, and leading continuous improvement initiatives. Day-to-day, you'll work closely with teams across the business (such as safety, operations, and customer service), assist in team conflict resolution and employee experience enhancement, and much more. We'll look to you for: • Assisting with implementing safety policies, procedures, and guidelines to protect customers, employees, and assets and coordinate with relevant departments, • Conducting investigations and implementing corrective actions to prevent similar incidents in the future, • Collaborating 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 monitoring industry trends, customer expectations, and emerging best practices to enhance the customer experience, • Collaborating with site leadership to evaluate and enhance customer service processes and procedures, • Identifying areas for improvement, implementing strategies to streamline operations, and monitoring key performance indicators - developing mitigation plans to address KPI shortfalls, • Establishing and enforcing customer service standards across all customer touchpoints All about you We value passion and attitude over experience. That's why we don't expect you to have every single skill. Instead, we've listed some that we think will help you succeed and grow in this role: • Degree in business administration, marketing, or a related field, • Experience or understanding of customer service management within the transportation industry, • Knowledge of customer service best practices and industry trends, • Familiarity with the Port Authority of New York & New Jersey's operational standards, • Excellent interpersonal and communication skills, • Leadership and team management abilities, • Proven ability to collaborate with cross-functional teams, • Relationship building and conflict resolution expertise, • Adaptability to changing customer needs and market trends Things you'll enjoy Join us on a life-long transformative journey - the rail industry is here to stay, so you can grow and develop new skills and experiences throughout your career. You'll also: • Collaborate with transverse teams and helpful colleagues, • Work with innovative strategies and detailed plans that provide sustainable world-class customer experiences, • Progress towards enhancing customer satisfaction and operational excellence, • Benefit from our investment in your development, through award-winning learning. You don't need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you'll be proud. If you're up for the challenge, we'd love to hear from you! Important to note As a global business, we're an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. We're committed to creating an inclusive workplace for everyone.