Customer Programs Manager

Customer Programs Manager – Dallas Fort Worth International Airport (DFW)

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Under the direction of the Assistant Vice President, Customer Programs, the Customer Programs Manager develops and implements DFW’s “Shape the Future” strategy. The role uses research-driven plans to elevate the airport customer experience to best‑in‑class status and drives innovation and improvements through customer‑focused programs and initiatives that operate within airport terminals and across the airport. Collaboration with other internal departments is essential.

• Design, implement and manage customer experience innovation projects and initiatives that have a direct customer impact airport‑wide.
• Provide in‑house expertise on current and future best practices across aviation and non‑aviation industries, applying them to the airport environment.
• Review trends on customer satisfaction from existing surveys at DFW Airport, propose solutions to reverse negative trends and introduce initiatives to further elevate the experience.
• Develop presentations, collateral materials, reports and metrics to present to senior leadership.
• Collate statistical analysis and conduct surveys with the Customer Insights team to measure new initiatives.
• Conduct 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, including enhancements, facility upgrades, process improvements, technology upgrades and product development.
• Research best practices from aviation and other customer‑centric industries, incorporating or improving concepts into actionable projects for DFW Airport.
• Collaborate with other department project owners to ensure the customer’s experience is included and improved during development and delivery.
• Establish and maintain an ongoing cooperative partnership with tenants during project design, ensuring all stakeholder feedback is considered. Tenants include airline station managers, TSA, CBP, contractors, concessionaires and other airport departments.
• Integrate initiatives into other businesses throughout the airport to ensure a consistent customer experience.
• Represent the Assistant Vice President at meetings with tenants, airport management and other stakeholders when necessary.

• Bachelor’s degree in business, public administration, aviation‑related discipline, engineering, communications, marketing or a related field.
• Five (5) years of combined experience in terminal operations, tenant relations, facilities management or related areas.
• Three (3) years of supervisory experience.
• Ability to commute to airport work locations independently.
• Any equivalent combination of education and/or experience may be substituted for the above.

• Knowledge of terminal operations at a major airport and FAA/global regulatory requirements.
• Knowledge of airline procedures and terminology.
• Skill in using financial tools to calculate ROI and conduct cost/benefit analyses.
• Ability to establish and maintain effective working and personal relationships with tenant representatives.
• Ability to exercise sensitivity to the needs of board and tenant staff while resolving difficult problems involving competing interests.
• Ability to organize and coordinate multiple tasks, work under time pressure and meet deadlines.
• Ability to work varied hours as required by job demands.
• Proficiency with laptop computers and standard office equipment.
• Ability to manage/lead others.

• Resource planning, project management or Six Sigma experience and/or certification.
• Experience managing complex interpersonal relationships in a business setting.
• Experience in airline station or airport management.
• Ability to speak a second language in addition to English.

• Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge within thirty (30) days of employment and maintain qualification upon each renewal.
• Must obtain Customs and Border Protection (CBP) security…