Associate Training and Process Improvement Coordinator

DFW International Airport•Grapevine, TX

45d

About The Position

Under general direction of the Senior Manager, Terminal Integration, supports the coordination, administration, and continuous improvement of DFW Airport’s Customer Experience (CX) programs and standardization efforts. Develops and delivers training programs, drives process improvement initiatives, and supports the implementation and sustainment of terminal standards to ensure a world-class experience for all travelers.

Requirements

Bachelor's degree in Business Administration, Training and Development, or a related field.
Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et. Al. and DFW Airport’s Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.
Ability to obtain Department of Homeland Security Customs and Border Protection (CBP) security access clearance within thirty (30) days from date of employment and maintain qualification for CBP security access clearance upon each CBP security access renewal.
This is a designated essential employee position as defined in the Categories and Classifications of Employees Policy of the Airport Administrative Policy and Procedure. This is defined as an employee whose attendance is required to maintain airport operations during an emergency or inclement weather situation.

Nice To Haves

Experience designing and producing instructional content such as training guides, videos, and e-learning modules.
Prior experience in aviation, airline, or airport customer service operations.
Certification in training, process improvement, or project management (e.g., ATD, Six Sigma, Lean, PMP).

Responsibilities

Supports the onboarding, training, scheduling, and ongoing development of Customer Experience (CX) team members and terminal stakeholders.
Partners with the CX Process Improvement and Training Specialist to design, implement, and enhance department programs, procedures, operating guides, curriculum and training materials that strengthen team performance and leadership capabilities.
Facilitates engaging and effective training sessions using various instructional methods, such as classroom delivery, simulations, group exercises, discussions, and e-learnings, and evaluates participant progress, providing feedback and documentation to support development and ensure learning objectives are met.
Assists in the design and administration of knowledge and performance assessments, surveys, and evaluations to measure skill application, team performance, and effectiveness of training offerings.
Maintains current knowledge of industry best practices, training techniques, methodologies, and customer experience standards to continuously improve CX initiatives and training.
Develops and maintains quantitative tools and dashboards that track operational efficiency, training outcomes, and customer satisfaction metrics.
Collaborates with leadership to support the execution of the Customer Experience Process Improvement Plan, and prepares related documentation, reporting, and project tracking across the CX and Terminal Integration teams.
Recommends and implements improvements to CX procedures and service delivery standards to optimize operations and enhance customer experience.
Provides operational support in the absence of the CX Process Improvement and Training Manager.
Performs other related duties as assigned.