Concessions Operation and Engagement Coordinator (Aviation - Civil Service)

City of Dallas

2d•Onsite

About The Position

The Concessions Operation and Engagement Coordinator serves as a key liaison between the airport, aviation stakeholders, and concession operators to strengthen collaboration, operational alignment, and service delivery within the airport environment. This role focuses on relationship management, engagement, and coordination between airport operations and concession teams to ensure concessions operate in alignment with aviation standards, customer experience goals, and regulatory requirements. The position plays a critical role in enhancing passenger experience and fostering strong partnerships across the airport ecosystem.

Requirements

Knowledge of federal, state, and local regulations relevant to aviation operations.
Knowledge of the Dallas Airport System (Dallas Love Field, Dallas Executive Airport, and Vertiport) and aviation‑specific recruitment and operational processes.
Understanding of airport rules, regulations, and compliance requirements, including TSA and FAA standards.
Knowledge of airport and aviation operations across terminals, landside, and airside environments.
Knowledge of airport concessions operations, agreements, and customer experience standards.
Skill in stakeholder engagement and cross‑functional coordination within complex aviation environments.
Ability to communicate clearly with operational and frontline teams.
Ability to resolve issues in high‑traffic, time‑sensitive settings.
Ability to gather data, generate reports, and perform operational analysis.
Ability to navigate secure aviation environments and operational constraints.
Ability to build trust with concession operators and aviation partners while balancing operational needs with relationship management.
Ability to work effectively in a dynamic, 24/7 aviation environment and support airport‑wide initiatives.
Three (3) years of experience in concessions, retail, hospitality, or related fields, which includes: Managing customer engagement initiatives for food and beverage concessions, advertising, hotel operations, or retail environments.
Analyzing customer data and feedback to identify trends, improve satisfaction, and inform strategic decisions.
Collaborating with internal teams and vendors to design and implement programs that enhance customer experience.
Supporting program operations while ensuring compliance with organizational policies and service standards.
One (1) year of experience with supervisory/project management responsibilities.
Bachelor's degree in business administration, marketing, retail management, social science, or hospitality-related field (or equivalencies).
Valid driver’s license and good driving record.
Must be able to pass a TSA background check.

Responsibilities

Serve as the primary engagement and relationship management contact between the airport, aviation operations, and concession operators.
Build and maintain collaborative partnerships with concession management and frontline staff operating within terminal and secure areas.
Coordinate with Aviation Operations, Facilities, Security, and Customer Experience teams to ensure concession activities align with airport operational needs.
Support concession compliance with aviation regulations, security protocols, and airport operational standards.
Facilitate onboarding, orientation, and operational readiness for new concessionaires and airport concession staff.
Identify and resolve operational challenges impacting concession performance within the terminal environment.
Support passenger experience initiatives by aligning concession operations with airport service standards and peak travel periods.
Collect feedback, analyze engagement trends, and prepare reports to improve concession performance and coordination.
Assist with audits, inspections, and compliance reviews related to aviation and terminal operations.
Analyze, track, and communicate key performance metrics to internal stakeholders; leverage data insights to identify growth opportunities and recommend strategic adjustments that support partner performance and overall success.
Represent the airport at meetings with concession partners to support operational continuity and service excellence.
Perform all other work as needed or assigned.