Dallas Fort Worth International Airport (DFW) · 1 day ago
Customer Programs Manager
DFW Metroplex
Full-time
Onsite
Mid, Senior Level
5+ years expDallas Fort Worth International Airport (DFW) is one of the most successful airports in the world, recognized for its innovation and leadership. The Customer Programs Manager will develop and implement the airport's long-term customer experience strategy, driving innovation and improvements through customer-focused programs and initiatives, while collaborating with various stakeholders.
Airlines/Aviation
No H1B
U.S. Citizen Only
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
Qualification
Required
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 of supervisory experience
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 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
Preferred
Master's degree in business or public administration, an aviation-related discipline, engineering, communications, marketing or a related field
Resource planning, project management or Six Sigma experience and/or certification
Experience managing complex interpersonal relationships in a business setting
Experience in airport management
Ability to speak a second language in addition to English
Company
Dallas Fort Worth International Airport (DFW)
DFW Airport, the 2022 Airport Service Quality (ASQ) winner for Best Airport that serves over 40 million passengers in North America by Airports Council International (ACI), warmly welcomes more than 72.2 million customers along their journey every year, making DFW one of the most frequently visited superhub airports in the world.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Sean Donohue
CEO
HR at Dallas Love Field
Aviation Partner
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