Terminal Experience Manager

Job Overview

Under direction of the Senior Terminal Experience Manager, helps manage the relationship with American Airlines (AA), all other airlines, concessionaires, contractors, regulatory authorities, media and board departments with respect to the operational and aesthetic conditions of terminal facilities and surrounding areas. Maintains regular communications with key personnel to ensure standards are being met on a 24/7 basis, and terminal areas are maintained in compliance with conditions set forth in the Use and Lease Agreement and other applicable contracts and documents. Responsibility includes all public areas within/around terminal facilities.

What you will be doing:
? Engages daily with all tenants, including airline managers, to provide guests with a best-in-class Customer and Terminal experience within the terminal environment.
? Maintains an ongoing cooperative partnership with tenants, including airline station managers, to provide customers with a customer-friendly physical environment inside and outside the terminal areas.
? Communicates daily with team to discuss and ensure daily game plan is being successfully executed.
? Partners with Service Providers including internal DFW Airport departments, Custodial team and other similar entities to ensure Service Standards are met
? Meets with tenants to coordinate, schedule, and complete maintenance or repair work necessary to maintain Customer Experience, safety, and appearance standards.
? Assists in meeting and maintaining regular communication with tenants and key board personnel to ensure they are fully informed of terminal areas in need of attention, the schedule for addressing those concerns, and the party or parties responsible for implementation of corrective action.
? Interacts with TSA to ensure customer experience and wait time expectations are being met.
? Meets routinely with the terminal experience supervisors to ensure weekly terminal inspections are being conducted and to optimize employee engagement and professional development.
? Responsible for ensuring Customer Experience levels are maintained or exceeded during all terminal facility upgrades.
? Analyzes, designs, documents, and implements internal reporting systems and procedures for the terminal and organization to integrate customer experience standards across initiatives.
? Partners with key stakeholders who support the overall customer experience by communicating, collaborating and coordinating to maintain the best facilities for the customer ( ie..Concession, Custodial, Maintenance and other service providers). Working with Service Delivery Manager and frontline Service Delivery team, identify focus areas to address in order to deliver a consistent experience to customers.
? Anticipates future activities within the terminal environment and how they will affect the customer experience. If negative effects are foreseen, work with partners to communicate, collaborate and coordinate to ensure those activities do not impact the customer experience.
? Gathers, tracks and shares all events within the terminal environment that key stakeholders across DFW need to know about to support the overall Customer Experience at DFW.
? Performs regular inspections of terminal buildings and surrounding areas to identify maintenance, appearance, and cleanliness problems inconsistent with standards set forth in the Use and Lease Agreement and subsequent tenant agreements
? Represents the Senior manager terminal experience at meetings with tenants, airport management, and other parties when necessary.
? Responsible for matrix functionality within the department and ensures consistency across terminals.
? Develops direct reports. Conducts weekly check-ins, provides necessary tools and resources to optimize employee?s current and future success. Holds direct reports accountable to job accountabilities and communicated expectations.
? Walks the terminal and is visible to employees, customers, and shareholders to reinforce airport customer experience expectations.

What you need:
? Associate?s degree in business or public administration, an aviation-related discipline, finance or a related field.
? Three (3) years of experience, in any combination, in airport, aviation, or related service-focused industry including direct service delivery experience.
? Any equivalent combination of education and/or experience may be substituted for the above.
? One (1) year of experience in a lead or supervisory role.
? Must be able to work rotating shift, nights, and weekends.
? Possession of a valid Class C driver?s license.
? 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.
? Ability to establish and maintain effective working and personal relationships with tenant representatives.
? Ability to exercise critical thinking to meet 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 present and project a positive image of the department and organization.
? Ability to use a laptop computer and standard office machines and devices.
? Ability to manage, direct and lead front-line staff.

What we desire:
? Experience managing complex interpersonal relationships in a business setting.
? Experience in airport or airline operations supervision.
? Ability to speak a second language in addition to English.

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.

Apply Job!