Customer Experience Project Manager

Job Overview

As a Customer Experience Project Manager, you will utilize best practices for project management to help develop and implement new customer experience initiatives from start to finish including research, benchmarking, project proposals, execution, and handover to appropriate teams. Under the general direction of the Senior Customer Programs Manager, you will manage projects and programs in the Customer Experience department that support DFW’s “Shape the Future” strategy.

What you will be doing:

• Assist with the successful implementation of new projects intended to achieve business objectives and increase the quality of service available to DFW customers.
• Assist the Sr. Customer Programs manager to develop project proposals that improve and enhance the customer experience utilizing customer surveys, the DFW customer journey map, customer segmentations, best practices across aviation/non-aviation industries, and other research.
• Develop feasible project plans that achieve the goals and objectives of those projects and aligns with the organization’s overall strategic plan.
• Work closely with Procurement department to procure new products/services through solicitation processes that includes: Requests for Bid, Requests for Proposal, Requests for Information, Requests for Qualifications, Sole Source, Specified Source, etc. and participate on selection committees as an evaluator.
• Lead the processes and procedures utilized by DFW Airport (or similar processes outside of DFW) used to implement projects including: Project Lifecycle Management, Capital Improvement Program, Job Order Contract, Official Board Action, pilots, demonstration agreements, funding, etc.

What you need:

• Bachelor’s degree in business or public administration, communications, or a related field.
• Five (5) years of experience in project or programs management
• Any equivalent combination of education and/or experience may be substituted for the above.
• Possession of a valid Class C driver’s license.

https://dfwairportcareers.ttcportals.com/search/jobs