Fall 2023 Intern - Chief Operating Office, Customer Experience

Description

The Port Authority of New York & New Jersey offers paid internships to students, providing the opportunity to work with experienced professionals on assignments critical to building, operating, and maintaining transportation and infrastructure assets in New York and New Jersey. Assignments include hands-on projects to cultivate technical, writing, communication, and team-building skills. The diversity of our businesses creates a variety of opportunities for students to gain exposure to the work of a first-class public agency.

The Office of the Chief Operating Officer (OCOO) is looking for Fall 2023 intern to join their Customer Experience team!

About the Office of the Chief Operating Officer:

The Office of the Chief Operating Officer oversees operations at the Port Authority's five lines of business: Aviation, PATH, Port, Tunnels, Bridges & Terminals, and the World Trade Center, as well as the Operations Services Department, with the vision of being a world-class operator of world-class facilities. OCOO staff work on the following areas: business performance and innovation; customer experience; excellence in operations, maintenance, and safety across all facilities in the Line Departments; and advancing agency strategic priorities and initiatives.

Responsibilities:

Brilliant Basics

• Co-lead the tracking of progress and reporting of Brilliant Basics projects to improve facility conditions, accessibility and employee spaces.
• Prepare reports and executive presentations.

Customer Experience

• Support the development of an agency-wide customer experience training program for the 7000+ Port Authority employees
  • Support listening sessions or workshops to understand the voice of the employee
  • Draft a presentation for new hire CX training
  • Develop a communications plan to reinforce CX expectations
  • Coordinate training timelines for the various titles
• Support the development of CX objectives for inclusion in the objective setting guidance.

Customer Experience Working Group

• Support the Program Director, Customer Experience with preparing monthly presentations, tracking follow ups, and implementing initiatives for the cross-departmental Customer Experience Working Group.

Research & Analysis

• Conduct research and analysis to inform decision-making and critical initiatives that improves customer experience at PA facilities, including best practices and benchmarking, KPIs, customer experience standards and dashboard development.
• Assist with special projects and assignments as needed

Qualifications:

• Candidates must be students enrolled in a graduate program.
• We are seeking interns who are talented, driven, and have a genuine interest in contributing to the success of the New York/New Jersey region.
• We welcome applications from a diverse range of majors/minors.
• Successful candidates will be self-starters with excellent communication, research and applicable technical skills.

Desired Skills:

• Demonstrated commitment to working in the public sector
• Demonstrated ability to work independently on complex assignments and to work in a fast-paced team environment on multi-disciplinary projects
• Excellent oral, written, and presentation skills

Internship Details:

• This internship is expected to start in September 2023 with an end date that will be determined after the internship starts
• This internship will require 16-22 hours per week (ideally 3 days/week)
• The format is expected to be hybrid
• The location for the in-person component is flexible (New York, NY or Jersey City, NJ)
• This position requires travel for site visits and meetings at Port Authority facilities as needed
• The hourly salary range is $17.20 to $26.54 (determined by school year)
• These details are subject to change

How to Apply:

• Click "Apply Now"
• Follow the prompts
• Please submit the following with your application:
  • A resume that clearly indicates your expected graduation date from the program you're current enrolled in
  • A cover letter detailing why you want to intern at The Port Authority of New York & New Jersey