Pking Guest Cont Svc Supv

DFW International Airport•Grapevine, TX

2d•Onsite

About The Position

Under general direction of the Contract Services Assistant Manager, this role supervises, schedules, and oversees the daily activities of the Contract Services Quality Agent team. The primary goal is to ensure contract and permittee compliance across airport transportation services. This involves monitoring service delivery, evaluating contractor performance, managing team operations, and facilitating communication between contractors, permittees, and airport departments to maintain high service standards. Dallas Fort Worth International (DFW) Airport is a highly successful airport recognized for innovation, leadership, and talented employees. With over 2,100 employees, DFW Airport is committed to providing an exceptional airport experience and connecting the community to the world, seeking talent to help reimagine the airport's potential.

Requirements

Completion of high school curriculum or equivalent.
Three (3) plus years of experience in a high-volume, face-to-face customer service environment.
Any equivalent combination of education and experience may be substituted for the above.
Possession of a valid Class C driver's license.
This is a designated Essential Employee position as defined in DFW Airport’s Categories and Classifications Administrative Policy and Procedure. An essential employee is one whose attendance is required to maintain airport operations during an emergency or inclement weather situation.
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 work rotating shifts, including nights, weekends, and holidays.
Ability to report for duty during inclement weather and emergency situations.
Ability to read, interpret, and accurately report operational information.
Ability to lead and supervise employees, including training, assigning work, setting expectations, holding staff accountable, and coordinating schedules.
Ability to interpret and apply contracts, operational guidelines, and other complex information.
Ability to communicate clearly and professionally, both orally and in writing, with employees, contractors, leadership, and the public.
Ability to establish and maintain effective working relationships with internal and external stakeholders.
Skill in using Microsoft Office applications (Outlook, Teams, Excel, Word, PowerPoint, SharePoint) and mobile devices.
Knowledge of standard office practices, documentation standards, and data tracking systems.
Ability to exercise judgment in problem solving and decision making.
Skill in organizing, planning, and prioritizing multiple tasks under deadlines or emergency conditions.
Ability to remain calm and take appropriate action in high‑pressure or emergency situations.
Ability to maintain a professional demeanor and represent the department positively.
Ability to identify, develop, and implement process and procedure improvements.

Nice To Haves

Knowledge of airport transportation procedures, standards, and best practices.
Knowledge of contract compliance and vendor performance monitoring.
Experience using Oracle for requisition or procurement processes.

Responsibilities

Supervises the Contract Services Quality Agent team, ensuring compliance with service quality standards, contract terms, and permit requirements throughout airport contract transportation operations.
Monitors and evaluates transportation contractor services to ensure adherence to contractual obligations and operational standards.
Supervises and holds employees accountable for job performance standards through training, coaching, regular feedback, and performance evaluations.
Reviews and analyzes operational and performance data to identify trends, resolve issues, and improve service delivery.
Manages staffing resources, schedules, shift coverage, vehicles, and leave requests, to ensure operational readiness at all times.
Leads team meetings and individual check-ins, documenting key discussions and action items, ensuring follow-through.
Acts as a liaison between contractors, permittees, and internal departments to resolve issues and facilitate collaboration.
Leads assigned projects or operational initiatives, as directed by leadership.
Coordinates and implements contractor transportation solutions during irregular operations, such as during including weather or special events, or emergencies, in collaboration with leadership and internal stakeholders.
Performs other related duties as assigned.