Customer Programs Manager

DFW International Airport•Grapevine, TX

4d•Onsite

About The Position

Under direction of the Assistant Vice President, Customer Programs, develops and implements DFW’s “Shape the Future” 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 terminals airport-wide, working collaboratively with other internal departments.

Requirements

Bachelor’s degree in business or public administration, an aviation-related discipline, engineering, communications, marketing or a related field.
Five (5) years of experience, in any combination, in the following:
Terminal Operations at an airport (airport or tenant side)
Tenant Relations
Facilities Management
Three (3) years supervisory experience.
Any equivalent combination 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 involving competing interests.
Ability to establish and maintain effective and harmonious internal and external relationships
Ability to prepare and maintain reports with accuracy.
Ability to organize and coordinate multiple tasks and to work under time 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 laptop computer 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

Resource planning, project management or Six Sigma experience and/or certification.
Experience managing complex interpersonal relationships in a business setting.
Experience in airline station management.
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 projects and initiatives related to infrastructure and technology aspects that have a direct customer impact airport-wide.
Provides in-house expertise of current and future best practices across aviation and non-aviation industries, and their application to present environment to elevate the customer experience.
Reviews trends on customer satisfaction from existing surveys at DFW Airport, and proposes solutions to reverse any negative trends as well as initiatives to further elevate the experience.
Develops presentations, collateral materials, reports, metrics and presents to senior leadership.
Works with Customer Insights team to use statistical analysis and conduct surveys to measure new initiatives.
Conducts cost/benefit analysis, ROI and other financial impact reviews on proposed initiatives.
Develops concepts and ideas to improve the customer’s experience from inception to implementation and delivery. These initiatives can include but are not limited to customer experience enhancements, facility upgrades, process improvements, technology upgrades and product development.
Researches best practices from the aviation and other customer-centric industries and incorporates and/or improves these concepts into actionable projects for DFW Airport.
Collaborates with other department project owners to ensure the customer’s experience is included and improved both during development and delivery.
Establishes and maintains an ongoing cooperative partnership with tenants during the design of projects and initiatives to ensure all stakeholder feedback for the customer's experience is considered. These tenants may include but are not limited to airline station managers, Transportation Security Administration, Customs and Border Protection, contractors, concessionaires, and other DFW Airport departments.
Integrates initiatives into other businesses throughout the airport to ensure consistent customer experience initiatives.
Represents the Assistant Vice President at meetings with tenants, airport management, and other stakeholders when necessary.