Job Overview

GENERAL SUMMARY:

Under general direction of the Sr Customer Experience Programs Manager, provides budget control for the whole Customer Experience department and coordinates project tracking of multiple projects in various stages in designated area of Customer Experience department. Assists with the development of standardized procedures and project plans for multiple and large processes and projects.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Creates and maintains budget control for the whole Customer Experience department by ensuring the planned expenditure is tracked against actual spend, and all correct budget principles are adhered to by the department. Participates in preparing budgets and maintaining budget accounts; ensures the maintenance of records in support of budget administration, first point of contact for any invoices received.
• Creates and maintains department project dashboard to increase transparency for Customer Experience leadership team.
• Works with project owners to create project schedules and revises as appropriate to meet changing needs and requirements.
• Provides project owner with tools to organize and manage initiatives, timeline, and budget.
• Coordinates and updates individual plans as a central resource for all customer experience managers to provide a consistent approach for all initiatives and to provide quick plan/project tracking.
• Meets regularly with project owners to assist with reporting and tracking.
• Coordinates content and materials to improve efficiency of department staff meetings.
• Effectively communicates relevant project information to superiors and business owners.
• Performs advanced, diversified and confidential administrative tasks.
• Composes routine and non-routine correspondence, researches, compiles and prepares a variety of reports and materials utilizing word processing, presentation/graphics and spreadsheet software.
• Coordinates and schedules meetings and business conferences; plans and makes travel arrangements and prepares detailed itineraries.
• Monitors various terminal projects and vendor relationships that may impact terminal operations and overall customer experience and informs department leadership team.
• .Updates and monitors various spreadsheets related to other departmental issues/projects that directly impact the customer experience (i.e. Maintenance issues, DCC/Planning Projects, CBP related improvements, etc.) and communicates updates to key personnel
• Prepares and disseminates information in report and/or PowerPoint format.

CUSTOMER EXPERIENCE COORDINATOR 1827

MINIMUM REQUIREMENTS:

· Bachelor’s degree in business, communications, or related field.

· Two (2) years of experience developing project plans and tracking results to plan.

· Proficiency with project management tools such as Microsoft Project.

· 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 (Cont.):

· Knowledge and ability to document processes.

· Ability to handle numerous tasks or assignments simultaneously and to coordinate work activities in order to accomplish work assignments under time pressure.

· Ability to communicate clearly and effectively, both orally and in writing, in general and technical terms, with Board staff, concessionaires and management.

· Ability to work independently.

· High attention to detail and organization.

· Knowledge of project management techniques.

· Hands-on experience with project tracking tools, such as Microsoft Project.

SPECIAL REQUIREMENT:

· Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et al., and DFW Airport’s Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.

· Ability to obtain Department of Homeland Security Customs and Border Protection (CBP) security access clearance within thirty (30) days from date of employment and maintain qualification for CBP security access clearance upon each CBP security access renewal.

· This is a designated essential employee position as defined in the Categories and Classifications of Employees Policy of the Airport Administrative Policy and Procedure. This is defined as an employee whose attendance is required to maintain airport operations during an emergency or inclement weather situation.

EFFORT:

· Works in an office environment.

· Sits for prolonged periods of time.

· Uses near-visual acuity in reading complex written legal documents, and statistical data.

· Exchanges information by telephone, in writing and in person in an environment of high public contact.

· Drives to locations on Airport.

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.