Dallas Fort Worth International Airport (DFW) · 9 hours ago
Customer Programs Manager
DFW Metroplex
Full-time
Onsite
Mid, Senior Level
5+ years expDallas Fort Worth International Airport (DFW) is seeking a Customer Programs Manager to develop and implement their 'Shape the Future' strategy aimed at enhancing the airport customer experience. The role involves driving innovation through customer-focused programs and collaborating with various departments to ensure best-in-class service.
Airlines/Aviation
No H1B
U.S. Citizen Only
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
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 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 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
Preferred
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
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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