Customer Programs Manager

Job Overview

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 terminals airport-wide, working collaboratively with other internal departments and key stakeholders .

What you will be doing:

• 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 of current and future best practices across aviation and non-aviation industries, and their application to present environment to elevate the 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. 
• Develops 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.
• Develops 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.
• Researches 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. 
• Collaborates 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.

What you need:

• Bachelor’s degree in business or public administration, an aviation-related discipline, communications, marketing or a related field.
• Five (5) years of experience, in any combination, in the following:
• Customer Experience Design and Implementation
• Technology / User Experience Design and Implementation
• Facilities Design and/or Construction
• Three (3) years of 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.

Required Knowledge, Skills, and Abilities:

• 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.

Desirable:

• Master’s degree in business or public administration, an aviation-related discipline, 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.

Special Requirements:

• 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.

Effort:

• Works in and around airport terminals.

• Use computer monitors and keyboard devices.

• Use near visual acuity in reading written materials.

• Use your far visual acuity in inspecting terminal structures

• Use reasoning in problem solving and analysis.

• Exchanges information by telephone, computer, in writing, and in person, including texting, e-mail, and photos.

• Drives to locations on Airport property.

About Us

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We are recognized for our innovation, leadership, drive for excellence and talented employees.

Our success is made possible because of the diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We are looking for the best talent to join us and help reimagine what an airport can be.

Bring your talents to DFW. Live and work with purpose.