City of Dallas
Manager - Customer Engagement (Aviation - Civil Service)
City of Dallas, Dallas, Texas, United States, 75215
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Manager - Customer Engagement (Aviation - Civil Service)
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City of Dallas
Job Summary The City of Dallas seeks a Customer Engagement Manager to oversee relationships between the Department of Aviation, tenants, customers, and the traveling public.
Job Description Overview The Customer Engagement Manager manages, administers, and facilitates strong and beneficial relationships with the City of Dallas, Department of Aviation, tenants, customers, and the traveling public.
Essential Functions
Manages and oversees all teams under the Customer Engagement division (Terminal Engagement, Employee Engagement, and Art & Programming); delegates authority, identifies needed areas of change, and implements improvements.
Establishes short‑, mid‑, and long‑term goals and objectives; directs evaluation activities; participates in hiring and personnel activities; monitors payroll and timecard issues.
Develops and sustains internal and external relationships; facilitates strong relations with internal divisions, airlines, concessionaires, and the Transportation Security Administration.
Analyzes, evaluates, and ensures production goals are met; oversees the division budget and special projects to enhance the customer experience.
Oversees short and long‑term art exhibitions, fostering relationships with non‑profit community partners, and analyzing live performances/artists and art‑related customer experience activities.
Manages the Love Helper volunteer program, Information Booth, Lost and Found, and implements industry‑leading customer experience best practices.
Coordinating and executing monthly, quarterly, and annual department and airport‑wide employee engagement events; measures quarterly employee feedback.
Provides quality customer service by communicating effectively with internal and external customers and resolving issues timely and professionally.
Represents Dallas Love Field at aviation and airport conferences, seminars, boards, panels, and committees.
Oversees all contract compliance for the Customer Engagement division, including corporate sponsorships, live performing artists, and the annual contract for data collection.
Serves as the primary liaison for the Airport Service Quality (ASQ) Program and the Airport Customer Experience Accreditation Program.
Manages the activity permit process, fees, approvals, insurance certificates, and assists permittees through the Office of Special Event permit process.
Performs any and all other work assigned by the Assistant Director of Airport Customer and Community Engagement.
Knowledge and Skills
Knowledge of human relations and supervision, including staff planning, training, and evaluation.
Extensive knowledge of TSA, FAA, and airport operations regulations.
Ability to manage unit/program activities, including establishing operating goals.
Project management skills in strategic planning, marketing, media relations, event planning, and customer service.
Negotiation and contractual agreement development.
Budget, procurement, construction, and financial analysis administration.
Effective oral and written communication skills.
Establishing and maintaining effective working relationships.
Minimum Qualifications Education
Bachelor’s Degree in Business, Public Administration, Public Affairs, or a related field.
Experience
Six (6) years of experience in customer service, employee supervision, and extensive interpersonal communications.
Two (2) years of lead/supervisory responsibilities.
Equal Valencies
High school diploma or GED plus ten (10) years of required experience, including two (2) years of lead/supervisory responsibilities.
Associate degree in any field plus eight (8) years of required experience, including two (2) years of lead/supervisory responsibilities.
Bachelor’s degree (or higher) in a non‑specified field plus eight (8) years of required experience, including two (2) years of lead/supervisory responsibilities.
Master’s degree in a specified field plus four (4) years of required experience, including two (2) years of lead/supervisory responsibilities.
License
Valid driver’s license with a good driving record.
Other Requirements
Must pass Transportation Security Administration (TSA) background check.
Availability to work varying shifts (days, evenings, nights) including weekends and holidays.
May be subject to twenty‑four/seven (24/7) emergency call‑outs.
Salary Range $81,127.23 – $101,409.04
Equal Opportunity Employer City of Dallas is an equal opportunity employer.
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Manager - Customer Engagement (Aviation - Civil Service)
role at
City of Dallas
Job Summary The City of Dallas seeks a Customer Engagement Manager to oversee relationships between the Department of Aviation, tenants, customers, and the traveling public.
Job Description Overview The Customer Engagement Manager manages, administers, and facilitates strong and beneficial relationships with the City of Dallas, Department of Aviation, tenants, customers, and the traveling public.
Essential Functions
Manages and oversees all teams under the Customer Engagement division (Terminal Engagement, Employee Engagement, and Art & Programming); delegates authority, identifies needed areas of change, and implements improvements.
Establishes short‑, mid‑, and long‑term goals and objectives; directs evaluation activities; participates in hiring and personnel activities; monitors payroll and timecard issues.
Develops and sustains internal and external relationships; facilitates strong relations with internal divisions, airlines, concessionaires, and the Transportation Security Administration.
Analyzes, evaluates, and ensures production goals are met; oversees the division budget and special projects to enhance the customer experience.
Oversees short and long‑term art exhibitions, fostering relationships with non‑profit community partners, and analyzing live performances/artists and art‑related customer experience activities.
Manages the Love Helper volunteer program, Information Booth, Lost and Found, and implements industry‑leading customer experience best practices.
Coordinating and executing monthly, quarterly, and annual department and airport‑wide employee engagement events; measures quarterly employee feedback.
Provides quality customer service by communicating effectively with internal and external customers and resolving issues timely and professionally.
Represents Dallas Love Field at aviation and airport conferences, seminars, boards, panels, and committees.
Oversees all contract compliance for the Customer Engagement division, including corporate sponsorships, live performing artists, and the annual contract for data collection.
Serves as the primary liaison for the Airport Service Quality (ASQ) Program and the Airport Customer Experience Accreditation Program.
Manages the activity permit process, fees, approvals, insurance certificates, and assists permittees through the Office of Special Event permit process.
Performs any and all other work assigned by the Assistant Director of Airport Customer and Community Engagement.
Knowledge and Skills
Knowledge of human relations and supervision, including staff planning, training, and evaluation.
Extensive knowledge of TSA, FAA, and airport operations regulations.
Ability to manage unit/program activities, including establishing operating goals.
Project management skills in strategic planning, marketing, media relations, event planning, and customer service.
Negotiation and contractual agreement development.
Budget, procurement, construction, and financial analysis administration.
Effective oral and written communication skills.
Establishing and maintaining effective working relationships.
Minimum Qualifications Education
Bachelor’s Degree in Business, Public Administration, Public Affairs, or a related field.
Experience
Six (6) years of experience in customer service, employee supervision, and extensive interpersonal communications.
Two (2) years of lead/supervisory responsibilities.
Equal Valencies
High school diploma or GED plus ten (10) years of required experience, including two (2) years of lead/supervisory responsibilities.
Associate degree in any field plus eight (8) years of required experience, including two (2) years of lead/supervisory responsibilities.
Bachelor’s degree (or higher) in a non‑specified field plus eight (8) years of required experience, including two (2) years of lead/supervisory responsibilities.
Master’s degree in a specified field plus four (4) years of required experience, including two (2) years of lead/supervisory responsibilities.
License
Valid driver’s license with a good driving record.
Other Requirements
Must pass Transportation Security Administration (TSA) background check.
Availability to work varying shifts (days, evenings, nights) including weekends and holidays.
May be subject to twenty‑four/seven (24/7) emergency call‑outs.
Salary Range $81,127.23 – $101,409.04
Equal Opportunity Employer City of Dallas is an equal opportunity employer.
#J-18808-Ljbffr