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MANAGER, CUSTOMER EXPERIENCE and COMMUNITY ENGAGEMENT

Title Description:

Date Posted: 7/31/2025

Deadline: UNTIL FILLED

Job Number: 140-25-N

Branch: AVIATION

Salary: $61,825 - $92,738

Union Status: NON-REPRESENTED

WORK OBJECTIVE: This position supports the Director of Aviation in planning, monitoring, and marketing the operational effectiveness and innovation of the aviation division in conjunction with customer facing aspects of the 10-year Strategic Plan. Responsible for customer service and landside customer experience initiatives for the NFTA at both Buffalo Niagara International and Niagara Falls International Airports. An employee in this classification performs a variety of important duties in developing and carrying out departmental programs, including the exercise of independent judgment in the establishment of initiatives in a way that supports the Authority’s social responsibility and community engagement goals. Work is performed under the direction of the Director of Aviation. Assignments are made orally and in writing. Work is reviewed through observation of results obtained, conferences and periodic reports or evaluations.

ESSENTIAL FUNCTIONS: The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such duties are a logical assignment to the position. • Plans, directs, and coordinates activities of the Customer Service Manager. • Identify, lead, and manage innovative approaches to operational challenges and work with teams across Buffalo and Niagara Falls airports to deliver operational and passenger centric innovations that drive organizational efficiency and passenger experience. • Assists aviation business group senior management in pursuit of airport business development plans and opportunities. • Provides analytical support and completes written and statistical reports pertaining to the BNIA/NFIA business center activities, operations, and performance which are published in the Key Performance indicator Report. • Develop customer satisfaction data, consumer opinion trends, and industry benchmarking with comparable airports for BNIA and NFIA to improve product and service quality and drive increases in overall customer satisfaction ranking among our peers. • Focus on the Customer Experience aligned with the 10-year Strategic Plan including on-time baggage delivery, customer check-in, checkpoint security experience, vendor performance and satisfaction, and all other facets of the airport’s customer experience. • Analyze and recommend new customer satisfaction technology for the terminal, roadways, and parking facilities. • Continuously strives to improve customer satisfaction and Improve reliability of service and operations. • Resolve customer complaints through integrated review and standardized response. • Pursue the adoption of programming to better serve customers with disabilities including non-visible (i.e .Hidden Disabilities Sunflower Program). • Must be able to obtain and maintain a SIDA badge/ US Customs and Border Protection Seal. • Performs additional duties and tasks as assigned.

KNOWLEDGE, SKILLS and ABILITIES: Considerable knowledge of the principles and practices of customer service, communications, and promotions. Considerable knowledge of journalistic principles and practices and the techniques of editing publicity materials. Knowledge of English usage and the requirements of radio and television broadcasters and the press. Ability to plan, coordinate and implement an effective customer service strategy. Ability to serve the public and fellow employees with honesty and integrity. Ability to establish and maintain effective working relationships with co-workers, superiors, and the general public.

PHYSICAL REQUIREMENTS: Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Routine work involves a great deal of walking.

ENVIRONMENTAL REQUIREMENTS: Work is performed in usual office conditions with rare exposure to disagreeable environmental factors.

MINIMUM QUALIFICATIONS: A Bachelor’s degree and four (4) years of experience in the field of Customer Service, Public Relations, or an equivalent combination of education, training and experience.

NOTE: Send NFTA employment application, resume and cover letter specifying the job number 140-25-N to: NFTA Human Resources 181 Ellicott Street Buffalo, NY 14203 Or email to: [email protected] Application Deadline: August 21, 2025

OTHER: The Niagara Frontier Transportation Authority is an Equal Opportunity Employer All people with disabilities are encouraged to apply