Customer Service Manager Aviation Jobs (NOW HIRING)

STV is seeking a Communications Manager - Aviation to join our Aviation group and support a terminal development projects at O'Hare International Airport in Chicago, IL. This position will be embedded with our aviation client and is designated as fully onsite, 5 days per week.

The Communications Manager will lead the development and execution of a comprehensive communications program. Working closely with program leadership, project teams, airport communications and key stakeholders, this individual will establish reliable, engaging communication channels that keep audiences informed, build excitement around the program and help minimize disruption throughout construction.

This is a highly visible, hands-on role requiring both strategic thinking and creative execution. The Communications Manager will translate complex design, construction, operational and program information into clear, compelling communications for diverse audiences including airport leadership and operations, airlines, employees, tenants, travelers, media and the public.

The ideal candidate is a creative and highly organized communications professional who thrives in a fast-paced, complex environment; can confidently work alongside senior leaders and technical teams; and brings a strong commitment to client service and stakeholder engagement.

Key Responsibilities

• Partner with program leadership to develop and implement a comprehensive communications strategy that supports program goals, builds awareness and excitement, and keeps stakeholders appropriately informed throughout design and construction.
• Establish and manage consistent internal and external communication channels addressing construction impacts, project milestones and progress, operational changes, logistics, stakeholder coordination and other program developments.
• Serve as the program's communications lead, project manager and subject matter expert for communications-related initiatives.
• Build strong relationships with program stakeholders and serve as a communications liaison among program leadership, project teams, airport departments, airlines, tenants and other internal and external audiences.
• Translate technical, design and construction information into clear, accessible and audience-appropriate messaging.
• Develop strategic messaging, narratives and positioning for presentations, executive communications, stakeholder materials, campaigns and other program content.
• Write/edit original content for digital and print communications, including website content, social media, newsletters, project updates, collateral, presentations and other stakeholder communications.
• Develop and maintain the program's visual identity and brand across communications materials, environmental graphics, construction supergraphics, digital kiosks, web content and other public-facing applications.
• Create high-impact visual communications and presentations that effectively communicate complex information, program progress and key messages.
• Collaborate with airport communications and public affairs teams to identify media opportunities, develop press materials and support media relations as appropriate.
• Plan and coordinate high-profile program events, including groundbreakings, milestone celebrations, stakeholder events, ribbon cuttings and grand openings.
• Identify communications needs and opportunities proactively, recommending solutions to program leadership rather than relying solely on assigned communications requests.

Qualifications

• Bachelor's degree in Communications, Marketing, Public Relations, Journalism or a related discipline, or equivalent professional experience.
• 5-7+ years of relevant communications experience, preferably supporting complex programs, organizations or highly visible projects.
• Experience within the Architecture/Engineering/ Construction (AEC), infrastructure or aviation industries is highly preferred.
• Strong project management, organizational and time-management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Demonstrated ability to develop and execute communications strategies for multiple audiences and stakeholder groups.
• Exceptional writing, editing, proofreading and storytelling skills, with the ability to adapt technical or complex information for a variety of audiences and communication channels.
• Strong visual communication and graphic design capabilities, including the ability to transform information and data into compelling presentations, campaigns and visual content.
• Proficiency with Microsoft 365, particularly PowerPoint, and Adobe Creative Cloud, particularly InDesign, Illustrator, Photoshop and Premiere Pro.
• Demonstrated expertise in presentation strategy, design and development, including executive-level and public-facing presentations.
• Working knowledge of media relations, press release development and traditional and digital media communications.
• Excellent interpersonal skills and the ability to build trusted relationships with executives, technical professionals, consultants and diverse stakeholder groups.
• Self-motivated, proactive decision-maker and problem solver who can operate independently while collaborating effectively within a large program team.
• Strong client-service mindset and commitment to delivering high-quality work.
• Photography, videography and video editing experience is a plus.

What Success Looks Like

The successful Communications Manager will become a trusted communications advisor to program leadership while building a communications program that makes a complex, multi-year terminal development program understandable and accessible to the people it affects. This individual will anticipate communications needs, connect information across teams and create clear, compelling ways to tell the story of the program-from construction impacts and operational changes to major milestones and the transformation of the passenger experience at ORD.