Associate Customer Experience Coordinator

Job Overview

Under general direction of the Senior 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.

• Updates project budget documents to track planned expenditure against actual spend and assists with any invoices received.
• Updates department project dashboard to increase transparency for Customer Experience leadership.
• Creates project schedules under the direction of the Senior Manager and revises them as needed to meet changing needs.
• Provides project owners with tools to organize and manage initiatives, timelines, and budgets.
• Assists with updates to individual plans, serving as a central resource for all Customer Experience managers to provide a consistent approach and 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, including composing routine and non-routine correspondence, researching, compiling, and preparing a variety of reports and materials.
• Monitors various terminal projects that may impact terminal operations and overall customer experience and informs department leadership.
• Updates and monitors spreadsheets related to other departmental issues/projects that directly impact customer experience (e.g., Maintenance issues, DCC/Planning Projects, CBP related improvements) and communicates updates to key personnel.
• Prepares and disseminates information in report and/or PowerPoint format.
• Performs other related duties as assigned.

• Bachelor’s degree in business, communications, or related field.
• Proficiency with Microsoft Outlook, PowerPoint, Excel, and Word.
• Equivalent combination of education and/or experience may be substituted.
• Possession of a valid Class C driver’s license.

• Knowledge and ability to document processes.
• Ability to handle numerous tasks or assignments simultaneously and coordinate work activities 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.

• 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 renewal.
• Must 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 clearance upon each renewal.
• Position classified as a designated essential employee as defined in the Categories and Classifications of Employees Policy of the Airport Administrative Policy and Procedure, required to maintain airport operations during an emergency or inclement weather.

• Works in an office environment, sits for prolonged periods of time.
• Uses near-visual acuity reading complex legal documents and statistical data.
• Exchanges information by telephone, in writing, and in person in an environment of high public contact.
• Drives to locations on the airport.