Responsibilities

PATH is looking for an exceptional and dynamic employee to assist with oversight of PATH’s Customer Experience Program, inclusive of Process Improvement, Marketing and Customer Relations, Media Relations, Public Outreach and Communications programs.  The chosen candidate would work closely with all PATH Divisions, and the Port Authority’s Public Affairs team, which includes representatives from the Marketing Department, Office of Media Relations, and GOCOR Offices (Government and Community Relations).  This position plays a crucial role in the delivery of quality service to PATH’s ridership, as well as internal and external stakeholders within the region that we serve.  The incumbent will serve as one of the centralized points of contact for all customer- based communications, third party events, as well as communications that take place across Departments within the agency. 

The Principal Marketing Analyst supervises several critical PATH initiatives that support PATH operations regarding passenger experience, marketing functions, and customer relations.  This position serves as a liaison between PATH and the Port Authority’s Public Affairs functions, assisting Media, Marketing, and Government and Community Relations staff with understanding and creating messaging on daily operations, impacts of service, capital and maintenance operations to the PATH Community.  The Principal Marketing Analyst also helps to manage a small team of customer service representatives and provides on-going supervision and guidance on customer communication, special events, and public outreach initiatives.  The role of this position is crucial to the success of the Department’s overall communications plans with internal and external stakeholders, ensures all vital information is provided to all necessary parties to include PA Leadership, Public Affairs staff, PATH Leadership staff, government officials, and PATH’s customers.  This position advocates to PATH staff on behalf of the passenger community, but also strives to educate PATH passengers on the complexity of PATH operations.  The position also coordinates advertising proposals and reporting with the Real Estate Department and Public Service Announcements with Marketing/Public Affairs Departments.  The Principal Marketing Analyst also plays a large role in maintenance and development of the Ride PATH app and manages/updates content for the PATH page on the Port Authority website.

Responsibilities include, but are not limited to:

• Assisting in the ongoing development and management of community-based activities, including special events and PATH Riders’ Council (PRC), serve as liaison
• Identifying and participating in community meetings and events as a representative of PATH; including local community associations and special improvement districts
• Assessing customer satisfaction with public programs and community outreach
• Collaborating on strategic marketing and communications opportunities to engage with PATH riders; including content on Port Authority website, social media, customer advisories, poster campaigns and other printed materials in stations, etc.
• Coordinating and leading the installation and distribution of marketing and advertising materials in stations and on train
• Supervising daily phone and email activities of customer service representatives; supervision of Project Coordinator in the division
• Monitoring division timeliness and responsiveness toward addressing customer inquiries; managing and advancing PATH’s CRM (customer relationship management) tool for all customer feedback that is received via the Port Authority website
• Assist in the oversight of compliant management and escalation; and advising management staff of emerging issues;
• Assist in conducting quarterly Customer Care Service Station Inspections
• Assist and develop customer service satisfaction surveys
• Assist in the oversight of engagement with customer base on social media platforms, primarily on Twitter; develops and recommends appropriate language for messaging on social media, using the Port Authority’s platform for social media listening and engagement
• Assists with PATH Notes quarterly publication
• Responsible for PATHursday weekly customer outreach and PATH weekend mayor program
•  Provide customer service assistance in stations during service disruptions, when needed  Collaboration with internal and external stakeholders for CX process improvements
• Lead PATH ambassador programs
•  Assist with implementation of digital screen deployments across the PATH system; assist with all aspects of the PATH advertising program
• Lead weekly construction calls with Capital and Construction Management Divisions (CMD), updated/managed corresponding PATH Station Service Tracker, lead creation of required signage, facilitate signage installations, lead creation of social posts, and confer with CX Comms and Public Relations teams

Qualifications

Candidates must present the following qualifications to be considered eligible for this position:

• Bachelor’s Degree in communications, public administration, public policy, business or a related field; or equivalent experience in the Customer Service, and/or Marketing fields
• A minimum of three (3) years of progressively responsible experience in marketing and customer relations
• A minimum of three (3) years of Supervisor experience.

Desired

Ideal candidates will present the following profile

• Demonstrated experience in providing effective leadership and supervision
• Knowledge of or previous experience with public transportation operations and communications
• Knowledge of or experience in public communications, including public speaking, speech writing and prep work, media inquiries and responses, and social media
• Demonstrated success in creation or management of public programs or customer service-related initiatives
• Demonstrated knowledge of Port Authority policies and procedures

Ideal candidates will present the following profile:

• Highly motivated candidate.
• Exceptional customer service and ability to react quickly to situations as they develop.
• Demonstrated strong analytical/problem solving skills.