Customer Exp Project Manager

DFW International Airport • Grapevine, TX

44d

About The Position

Under general direction of the Senior Customer Programs Manager, this position manages projects and programs in the Customer Experience department that support DFW’s “Shape the Future” strategy. Utilizes best practices for project management to help develop and implement new customer experience initiatives from start to finish including research, benchmarking, project proposals, execution, and handover to appropriate teams.

Requirements

• Bachelor’s degree in business or public administration, communications, or a related field.
• Five (5) years of experience in project or programs management
• Any equivalent combination of education and/or experience may be substituted for the above.
• Possession of a valid Class C driver’s license.
• 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.

Nice To Haves

• Project Management Certification (PMP)
• Prior Airport/Airline experience specific to Project Management.

Responsibilities

• Assists with the successful implementation of new projects intended to achieve business objectives and increase the quality of service available to DFW customers.
• Assists the Sr. Customer Programs manager to develop project proposals that improve and enhance the customer experience utilizing customer surveys, the DFW customer journey map, customer segmentations, best practices across aviation/non-aviation industries, and other research.
• Develops feasible project plans that achieve the goals and objectives of those projects and aligns with the organization’s overall strategic plan.
• Defines each project's schedule, budget, and needed resources as well as tracking of these items throughout the project's lifecycle to maintain a realistic schedule.
• Works closely with Procurement department to procure new products / services through solicitation processes that includes: Requests for Bid, Requests for Proposal, Requests for Information, Requests for Qualifications, Sole Source, Specified Source, etc. Participates on selection committees as an evaluator.
• Works closely with internal and external stakeholders and departments to implement Customer Experience’s sponsored initiatives throughout the airport.
• Responsible for the processes and procedures utilized by DFW Airport (or similar processes outside of DFW) used to implement projects including: Project Lifecycle Management (PLM), Capital Improvement Program (CIP), Job Order Contract (JOC), Official Board Action (OBA), pilots, demonstration agreements, funding, etc.
• Reports on projects status throughout implementation, escalates issues/roadblocks as needed, and prepares written and verbal reports/presentations for management concerning the progress of all projects assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees