Explore Careers at DFW Airport

Senior Terminal Experience Manager

DFW Airport, TX, United States
Mar 13, 2024


Job Description


Job Overview

Are you ready to revolutionize the travel experience for millions of passengers? We're seeking a dynamic individual to join our team as a Senior Terminal Experience Manager. In this role, you'll be responsible for customer facing operations and experiences for one or more terminals at Dallas Fort Worth International Airport. You'll be at the forefront of shaping the customer journey across our terminals, ensuring every traveler enjoys a seamless and memorable experience from arrival to departure. Collaborating with industry giants like American Airlines and governmental agencies such as CBP and TSA, you'll lead strategic initiatives to elevate service standards and innovate processes. Your creativity and strategic mindset will drive improvements in all public areas, enhancing not just convenience but also safety and security protocols. With your leadership, our team will continue to set new benchmarks for customer-centricity, ensuring that every interaction leaves a lasting positive impression. If you're ready to make a significant impact in the aviation industry and thrive in a fast-paced, collaborative environment, apply now and be part of transforming the future of air travel!

What you will be doing:

  • Develops strategies and collaborates across internal and external departments and organizations to develop operational reviews and business processes that support and improve the terminal customer experience. Researches and analyzes experience and operational excellence trends in similar industries to influence customer experience improvements within the terminals and understands and utilizes innovative technology to identify enhancement opportunities. Creates partnerships with airlines to develop long term relationships and operational plans focused on customer centricity.
  • 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.
  • Directs budgeting process for respective terminal(s) and daily management of budgets, analyzing fluctuations and instituting changes as necessary. Responsible for managing multiple contracts to successfully deliver operational performance.
  • Contributes to future terminal designs and 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.
  • Analyzes, designs, documents, and implements internal reporting systems and procedures for the terminal and organization to integrate customer experience standards across initiatives.
  • Develops and implements training, development, and proficiency programs to expand team member capabilities. Leads and develops direct reports in delivering ongoing operational and experiential performance.
  • Maintains consistency of customer experience and employee engagement across terminals with other Sr. Managers of terminal experience.

What you need:

  • 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.

What we desire:

  • Master's Degree.
  • Experience managing relationships in a business setting.
  • Experience in airport or airline station management.
  • 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're recognized for our innovation, leadership, drive for excellence and talented employees.

Our success is made possible because of the diverse talents of nearly 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.


Job Info

Job ID# 1007568

Mar 13, 2024

United States