Manager - Customer Engagement (aviation - Civil Service)

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Job Summary

The Customer Engagement Manager manages, administers, and facilitates strong and beneficial relationships between the City of Dallas, Department of Aviation, tenants, customers, and the traveling public.

Essential Functions

1. Manages and oversees all teams under the Customer Engagement division (Terminal Engagement, Employee Engagement, and Art & Programming); delegates authority and responsibility for assigned tasks to subordinates; identifies needed areas of change or development and institutes changes to improve operations; plans, implements, coordinates, monitors compliance, and evaluates policies and procedures; reviews and oversees work schedules of all other subordinate levels.

2. Establishes short-, mid- and long-term goals and objectives; develops and/or approves schedules, priorities, and standards for achieving goals; directs evaluation activities, participates in hiring and personnel activities, and monitors payroll and other timecard related issues.

3. Develops and sustains internal and external relationships; facilitates strong relations with internal divisions, airlines, concessionaires, and Transportation Security Administration, on behalf of Dallas Love Field with open lines of communication using brainstorming, meetings, written communications and updates.

4. Analyzes, evaluates, and ensures production goals are met in a timely manner and works to increase productivity; oversees the preparation of and evaluates, implements, and administers the division budget; oversees the planning, development, and operation of special projects to enhance the customer experience.

5. Oversight of short and long-term art exhibitions, fostering relationships with non-profit community partners, and analyzing live performances/artists and art related customer experience activities.

6. Oversight of the Love Helper volunteer program, Information Booth, and Lost and Found; research industry leading customer experience best practices and assist teams with implementation of new customer driven programs and initiatives focusing on the overall customer experience.

7. Oversees the coordination and execution of monthly, quarterly, and annual department and airport-wide employee engagement events and reviews and measures quarterly feedback provided by employees; serves as the leadership liaison for the department's Employee Advisory Council.

8. Provides quality customer service by communicating effectively with internal and external customers and responding to issues or concerns timely and professionally; assists in the resolution of concerns and issues while mitigating risks to relationships and customers.

9. Represents Dallas Love Field at aviation and airport conferences and seminars or on boards, panels, and committees, showcasing airport customer experience best practices and fosters relationships with various airport personnel.

10. Oversees all contract compliance for the Customer Engagement division, including corporate sponsorships, a roster of live performing artists, and the annual contract for data collection.

11. Serves as the primary liaison for Airport Service Quality (ASQ) Program and the Airport Customer Experience Accreditation Program for Airport Council International; uses ASQ data collection taken by third-party vendor to share opportunities for improvement with the department's divisional management.

12. Manages, monitors, and administers the activity permit process, fees associated with the activity, application approvals, insurance certificates, and walks permittees through Office of Special Event permit process, as needed.

13. Performs any and all other work as needed or assigned by Assistant Director of Airport Customer and Community Engagement.

Knowledge and Skills

• Knowledge of human relations and supervision, including the ability to plan, assign, train, direct, and evaluate staff and personnel from various backgrounds.
• Extensive knowledge of TSA, FAA, and airport operations regulations.
• Ability to manage unit/program activities, including establishing and obtaining operating goals and objectives.
• Project management skills including strategic planning, marketing, media relations, event planning, and customer service.
• Ability to negotiate and develop contractual agreements.
• Experience with developing and administering budgets, procurement, construction, and financial analysis.
• Effective oral and written communication skills.
• Establishing and maintaining effective working relationships.

Minimum Qualifications:

Education: Bachelor's Degree in Business, Public Administration, or Public Affairs or related field.

Experience: Six (6) years' experience in customer service, employee supervision, and extensive interpersonal communications.

And: Two (2) years of lead/supervisory responsibilities.

Equalvalences:

• High school diploma or GED plus ten (10) years of the required experience including two (2) years of lead/supervisory responsibilities will meet the education and experience requirements.
• Associate degree in any field plus eight (8) years of the required experience including two (2) years of lead/supervisory responsibilities will meet the education and experience requirements.
• Bachelor's degree (or higher) in a non-stated field plus eight (8) years of the required experience including two (2) years of lead/supervisory responsibilities will meet the education and experience requirements.
• Master's degree in a specified field plus four (4) years of the required experience including two (2) years of lead/supervisory responsibilities will meet the education and experience requirements.

License: Valid driver's license with good driving record.

Other Requirements:

• Must pass Transportation Security Administration (TSA) background check.
• Availability to work varying shifts (days, evenings, nights) including weekends, holidays.
• May be subject to twenty-four/seven (24/7) emergency call outs.

Salary Range $81,127.23 - $101,409.04 The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer.