Job Description

ABM (NYSEABM) is a leading provider of facility solutions with revenues of approximately $6.4 billion and over 130,000 employees in 300 offices deployed throughout the United States and various international locations. ABMs comprehensive capabilities include electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, janitorial, landscape & turf, mission critical solutions and parking, provided through stand-alone or integrated solutions. Founded in 1909, ABM provides custom facility solutions in urban, suburban and rural areas to properties of all sizes from schools and commercial buildings to hospitals, data centers, manufacturing plants and airports.

Job Title:Project Manager

Education:High School or GED

Career Level:Manager

Category:Project Management

Job Type/ FLSA Status:Salaried Exempt

Travel Required:None

Shift Type:N/A

Job Description:The ProjectManager will be responsible and accountable for all aspects of the Voice of the Customer and customer experience enhancement program. Including the determination of product requirements, facilitation of program planning, tracking program costs and schedules, updates, and other communications to the program team and other stakeholders, and ensuring that the delivered customer experience design enhancements meet the customers expectations, quality, and functionality.

Essential Duties
* Work as a Customer Experience program manager for Special projects at Hartsfield- Jackson International airport, the World Busiest Airport, Processing over 100M passengers a year, with 1 Billion $ in revenue.
* Serve as a single point of contact (SPOC) and program manager for all Customer Experience Management-related processes and projects among all departments.
* Plans carry out thorough research and analyze data to determine the best approach and processes of information and collaboration with the airport stakeholders to improve our Customer Experience.
* Maintains ongoing balanced scorecard and analysis systems to provide continuing indicators to the senior management team to increase the non-aeronautical revenue.
* Analyze, reporting key metrics, and tweak strategy as needed to plan for new business arrangements through an Integrated reporting system and increase (ROI)
* Evaluating progress and making adjustments as needed to ensure that clients, internal or external, achieve their desired results
* Coordinate project activities, budgets, personnel and work with other departments to meet deadlines and project goals within set resources and under firm deadlines
* Supports cross-functional decision-making, including corporate and business unit strategy, enterprise model design, data strategies and insights, and optimization of data and decision support systems to enhance the customer success program.
* Partners with internal resources and vendors to establish and evaluate metrics and performance benchmarks.
* Synthesizes results and shares learnings across the organization - partners, colleagues, leadership, etc.
* Helps to develop new initiatives and opportunities based on an understanding of the needs of the business.
* Adept at translating customer insight into strategies and plans that differentiate the customer experience. Reduce barriers to great customer experiences through early risk assessments and implementation of mitigation strategies.
* Persuasive communicator to organizational leadership and peers to ensure timely change management that enhances customer experience at the airport.
* Understand and comply with applicable policies, procedures, rules, and regulations.
* Evaluating progress and making adjustments as needed to ensure that clients, internal or external, achieve their desired results
* Coordinate project activities, budgets, personnel and work with other departments to meet deadlines and project goals within set resources and under firm deadlines
* Assist the ADA coordinator in developing a transition plan if structural changes are necessary for achieving program accessibility.
* Manage all projects related to ADA, section 504, and Title VI compliance
All duties as assigned by client, supervisory, and management staff.

Minimum Requirements:10-15 years experience in projects (Complex, fast track, waterfall, and Agile), managing cross-functional teams
Airports, Aviation, and Airline experience required
Ability to work independently and make quick decisions
Ability to work in a team environment
Adobe Captivate, MS-Word, Excel, Powerpoint, MS Project, MS teamsand SharePointSAP - Oracle -Customer Portals
Demonstrated skill of flexibility to respond to changing direction
Knowledge of provisions of Titles I, II, III, VI, and section 504 of ADA.
Knowledge of evaluating public access to facilities and programs and services under ADA requirements
* College degree in business administration or equivalent work experience. (Required)
* Agile scrum master certificate preferred
* Must be 18 years of age or older.
* Must submit to and pass a drug screen.
* Must meet all requirements to receive the required airport SIDA badge and Customs Seal (if applicable), including successfully completing a background check and ten-year work history.

Location:College Park, GA 30337 US (Primary)

ABM is an EOE (M/F/Vet/Disability/Gender Identity/Sexual Orientation)

California Consumers Notice http://www.abm.com/californiaprivacy