As a Senior Terminal Experience Manager, you will maintain regular communication with airline station management, concession tenants, Federal agencies and key departmental personnel to ensure customers receive an exceptional customer experience and that terminal areas are maintained in compliance with conditions set forth in the Use and Lease Agreement and other applicable documents. Under general direction of the Assistant Vice President of Terminal Experience you will deliver an optimal end-to-end customer experience across all terminals and will partner effectively with all Airline business partners to deliver the department and airport’s strategic standards, initiatives and plans.
What you will be doing:
Create partnerships with airlines to develop long term relationships focused on customer centricity.
Develop strategies and collaborates with others to create better customer experiences through operational reviews and business processes.
Influence customer experience improvements in all public areas of the terminals to positively affect the overall customer experience.
Anticipate 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.
Identify opportunities to drive revenue and work collaboratively with Concessions team to improve customer experience.
Conduct internal and external stakeholder meetings focused on improving, enhancing, or co-creating new processes that positively affect the overall customer experience.
What you need:
Bachelor’s degree in business or public administration, an aviation-related discipline, engineering or a related field.
Five (5) years of experience, in any combination, in the following:
Terminal operations at an airport (airport or tenant side)
Three (3) years supervisory experience.
Any equivalent combination of education and/or experience may be substituted for the above.
Possession of a valid Class C driver’s license.
What we desire:
• Master’s Degree.
• Experience managing complex interpersonal relationships in a business setting.
• Experience in airline station management.
• Experience in airport management.
• Ability to speak and write in Spanish.
We are Dallas Fort Worth International (DFW) Airport—one of the most successful airports in the world by any definition. We’re recognized for our innovation, leadership, drive for excellence and talented employees.
Our success is made possible because of the diverse talents of over 2,000 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We’re 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.