Customer Programs Manager

Dallas Fort Worth International Airport•DFW Airport, TX

30d

About The Position

Under direction of the Assistant Vice President, Customer Programs, develops and implements DFW's long-term CX Strategy through research-driven plans, to elevate the airport customer experience at DFW Airport to best-in-class status. Undertakes and drives innovation and improvements through the creation and management of customer-focused programs and initiatives that occur within the terminal's airport-wide, working collaboratively with other internal departments and key stakeholders.

Requirements

Bachelor's degree in business or public administration, an aviation-related discipline, engineering,munications, marketing or a related field.
Five (5) years of experience, in anybination, in the following: Terminal Operations at an airport (airport or tenant side) Tenant Relations Facilities Management
Three (3) years of supervisory experience.
Any equivalentbination of education and/or experience may be substituted for the above.
Ability to get to and from work related locations of their own accord.
Knowledge of the principles and practices of terminal operations at a major airport.
Knowledge of FAA and other governmental rules and regulations affecting airport terminal operations.
Knowledge of airline procedures and terminology.
Skill in use of financial tools to calculate measures such as ROI and conduct cost/benefit analyses.
Ability to establish and maintain effective working and personal relationships with tenant representatives.
Ability to exercise a mature sensitivity to the needs of board and tenant staff in resolving difficult problems involvingpeting interests.
Ability to establish and maintain effective and harmonious internal and external relationships
Ability to prepare and maintain reports with accuracy.
Ability toanize and coordinate multiple tasks and to work under pressure to meet deadlines.
Ability to work various hours as required by the demands of the job which may vary from time to time.
Ability to use a laptopputer and standard office machines and devices.
Ability to manage/lead others.
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

Master's degree in business or public administration, an aviation-related discipline, engineering,munications, marketing or a related field
Resource planning, project management or Six Sigma experience and/or certification.
Experience managingplex interpersonal relationships in a business setting.
Experience in airport management.
Ability to speak a second language in addition to English.

Responsibilities

Designs, implements and manages customer experience innovation and improvements for programs and initiatives related to infrastructure and technology aspects that have a direct customer impact airport wide.
Provides in-house expertise in current and future best practices across aviation and non-aviation industries, and their application to present environment to elevate customer experience.
Reviews consumer insights and innovative market trends and proposes solutions to reverse any negative customer satisfaction trends as well as initiatives to further elevate the experience.
Develop presentations, collateral materials, reports, metrics and frequently presents to senior leadership.
Partners with Customer Insights team to develop measurable statistical analysis and surveys methods to evaluate new initiatives.
Manages budget related to role, including both O&M and long-term capital expenditures. Conducts cost/benefit analysis, ROI and other financial impact reviews on proposed initiatives.
Develop concepts and ideas to improve the customer's experience from inception to implementation and delivery in both the near and long-term. These initiatives can include but are not limited to customer experience enhancements, facility upgrades, process improvements, technology upgrades and product development.
Research best practices from the aviation and other customer-centric industries and incorporates and/or improves these concepts into actionable projects for DFW Airport.
Influences other department project owners and key airport stakeholders to ensure the customer's experience is included and improved both during development and delivery. Collaborate with project owners and stakeholders to ensure the Voice of the Customer is represented consistently throughout the program design and execution
Establishes and maintains an ongoing cooperative partnership with tenants and partners during the design of projects and initiatives to ensure all stakeholder feedback for the customer's experience is considered. These tenants and partners may include but are not limited to airline station managers and corporate office personnel, Transportation Security Administration, Customs and Border Protection, contractors, concessionaires, and other DFW Airport departments.
Represents the Assistant Vice President at meetings with tenants, airport management, and other stakeholders when necessary.
Other related duties as assigned.