Under the direction of the Assistant Vice President, Terminal Experience delivers an optimal end-to-end customer experience across a terminal. Partners effectively with American Airlines (AA) and/or all other Airline business partners to deliver the department’s and airport’s strategic standards, initiatives and plans. Continually enhance the customer experience working collaboratively with internal and external service providers (e.g., Customs and Border Protection (CBP), Transportation Security Administration (TSA), concessionaires, contractors, media, other DFW Airport departments and stakeholders). Maintains regular communications 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. Responsibility includes all public areas within/around a single or multiple terminal facilities. Collaborates and communicates effectively across the Terminal Experience team to ensure consistency in the customer experience, partner relations and employee/volunteer engagement across all terminals.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Creates partnerships with airlines to develop long term relationships focused on customer centricity.
Develops strategies and collaborates with others to create better customer experiences through operational reviews and business processes. Influences customer experience improvements in all public areas of the terminals.
Establishes and maintains an ongoing partnership with CBP, TSA, and all agency’s leadership to foster ongoing program improvements and to work collaboratively to improve the customer experience while maintaining all necessary safety and security protocols.
Partners and coordinates with tenants and other Board departments to look for ways to strategically address improvement of the customer experience within the terminal environment.
Conducts internal and external stakeholder meetings focused on improving, enhancing, or co-creating new processes that positively affect the overall customer experience.
Maintains 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.
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.
Identifies opportunities to drive revenue and work collaboratively with Concessions team to improve customer experience.
Meets daily with team to ensure effective partnership with other terminal teams and verify daily game plan is being successfully and consistently executed.
Promptly and thoroughly address any and all noted deficiencies and ensure deficiencies needing escalation to Terminal Manager are being communicated.
Works in conjunction with other DFW Airport departments to successfully coordinate new air carrier service and review existing carrier performance/issues.
Conducts regular meetings; as necessary, with other Managers to ensure terminal areas in need of attention are being addressed, the schedule for addressing those concerns, and the party or parties responsible for implementation of corrective action.
Conducts routine meetings with team to ensure that Board standards and specifically for maintenance and custodial contracts are being met and that any and all issues of non-compliance are being communicated and documented with the service provider.
Attends strategic and other required meetings related to customer experience efforts affecting the terminals. Also, delegates meeting attendance as needed to other Managers or authorized staff.
Analyzes, designs, documents, and implements internal reporting systems and procedures for the terminal and organization to integrate customer experience standards across initiatives.
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.
Maintains consistency of customer experience and employee engagement across terminals with other Sr. Managers of terminal experience.
Walks the terminal regularly inspecting the operation and ensuring an excellent customer experience.
Represents the Assistant Vice President, Terminal Experience at meetings with tenants, airport management, and other stakeholders when necessary.
Bachelor’s degree in business or public administration, an aviation-related discipline, or a related field.
Five (5) years of experience in airport, aviation or related service-focused industry including direct service delivery experience.
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.
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.
Ability to establish and maintain effective working and personal relationships with tenant representatives.
Ability to exercise 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 read and understand technical diagrams and blueprints.
Ability to communicate clearly verbally and in writing.
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 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 and lead others in a fast paced and customer service environment.
Experience managing relationships in a business setting.
Experience in airport or airline station management.
Ability to speak a second language in addition to English.