Manager, Digital Experience

About the role

The Manager, Digital Experience, is a creative and operationally minded professional responsible for developing, managing, and governing employee and passenger-facing content across Terminal 4 at JFK International Airport. Sitting within the Customer Experience and Commercial team, this role bridges brand experience, internal and operational communication, and digital media execution to ensure that every piece of content reflects T4's brand standards, clarity of information, and the complex regulatory environment of an international hub terminal.

Responsibilities

• Serve as the primary creator of digital signage content across passenger-facing, operational, and regulatory signage types, working within established T4 brand standards.
• Develop and maintain a library of approved templates to support time-sensitive deployment by Operations and IT&D, including for temporary and IROPS scenarios.
• Navigate the dual requirements of T4 brand guidelines and PANYNJ wayfinding standards, ensuring compliant and visually consistent output across signage categories.
• Collaborate with CX&C, Operations, Safety & Security, and airline partners throughout the content creation workflow, from request intake through final approval.
• Support the deployment of approved content via the Stratacache Scala digital signage platform in coordination with IT&D (training provided).
• Serve as a guardian of the T4 brand voice and visual identity across all passenger-facing and T4 internal content touchpoints.
• Support the development and maintenance of T4 brand standards documentation and content governance guidelines.
• Develop and maintain deep working knowledge of the T4 Communications Plan, including its governance frameworks, approval workflows, and signage standards, serving as an internal resource for its day-to-day implementation across content touchpoints.
• Collaborate with the CX team to align content production with broader CX and commercial strategy priorities.
• Contribute to content planning and calendaring, anticipating seasonal, operational, and commercial content needs across the terminal.
• Support the creation and scheduling of social media content that reflects the passenger experience at Terminal 4, including promotions, operational updates, and brand storytelling.
• Manage the implementation of the T4 Employee Platform and develop key resource requirements and regular program of engaging content to promote usage and retention across T4 employee community. Monitor content performance and contribute insights to inform future content decisions.

Qualifications

• Bachelor’s degree in graphic design, communications, marketing, or a related field, or equivalent professional experience
• 5 years of experience in content creation, visual design, digital communications, or a related field

Skills

• Proficiency in Adobe Suite (Illustrator, Photoshop)
• Experience with Figma for collaborative design, prototyping, or template development
• Proficient in Microsoft Office 365 - communications, documentation, and collaboration
• Experience with Workvivo or similar employee internal communications platforms
• Experience with Meta Business Suite and LinkedIn
• Experience with digital signage platforms (e.g., Stratacache Scala or similar)
• Excellent written communication skills with a demonstrated ability to write clearly and concisely for a diverse, multilingual audience
• Highly organized, with strong project management instincts and the ability to manage multiple concurrent content requests under deadline pressure

Physical Conditions/Work Environment

The essential sensory and communicative activities include feeling, hearing, and vision abilities to include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.