Manager, Terminal Experience

Job description

Job Overview Under direction of the Senior Terminal Experience Manager, manages both strategic and operational performance and customer experience across terminal facilities, ensuring compliance with terminal standards and requirements outlined in Use and Lease Agreements. Engages regularly with airline leadership—including American Airlines (AA) and Other Airline (OAL) station managers—TSA leadership, concessions partners, custodial and maintenance teams, contractors, and Airport departments. Oversee terminal conditions, service recovery efforts, irregular operations response, stakeholder communication, and on-site decision-making to maintain safe, efficient, and customer-focused terminal environments. What you will be doing: Develops annual terminal experience improvement plans and contributes to long‑term strategic initiatives focused on customer satisfaction and terminal performance metrics. Engages daily with AA leadership, OAL station managers, concessions operators, TSA leadership, custodial teams, maintenance providers, and other Airport partners to ensure a best-in-class terminal and customer experience. Builds and maintains cooperative relationships with tenants and service providers to uphold terminal standards, operational expectations, compliance requirements, and customer-focused environments. Communicates daily operational priorities with Terminal Experience Supervisors and ensures execution of terminal plans, service delivery standards, and appearance expectations across assigned facilities. Coordinates maintenance, repairs, and operational activities with custodial services, facilities maintenance, and other departments to uphold safety, cleanliness, and compliance with Use and Lease Agreements. Conducts routine terminal inspections, identifies issues, and leads decision-making regarding corrective actions, stakeholder communication, and service recovery needs. Oversees terminal operations during irregular operations and service disruptions, partnering closely with airlines, TSA, concessions, DPS, and internal departments to resolve issues and maintain customer service continuity. Ensures customer experience standards are upheld during facility renovations, upgrades, and operational changes; anticipates impacts and mitigates disruptions through coordinated planning. Designs and implements reporting tools, processes, and performance metrics that integrate customer-experience standards across terminal operations and business initiatives. Analyzes terminal performance trends and recommends strategic operational improvements based on data insights. Partners with Concessions, Custodial, Maintenance, Department of Public Safety (DPS), and Service Delivery teams to identify service gaps, strengthen operational consistency across terminals, and coordinate improvement initiatives. Leads, coaches, and develops Terminal Experience Supervisors, Senior Associate Terminal Experience Administrators, and Airport Customer Experience Specialists through performance management, regular check‑ins, and clear operational expectations; participates in hiring, onboarding, performance evaluations, promotion recommendations, and corrective‑action decisions for assigned staff. Performs other related duties as assigned. What you need: Bachelor's degree in business, aviation, public administration, finance, or a related field. Five (5) years of management or supervisory experience in airport, aviation, or service-focused industries. Equivalent combinations of education and experience may be substituted. Must be able to work rotating shifts, nights, and weekends. Possession of a valid Class C driver’s license. Required knowledge, skills, and abilities: Knowledge of airport terminal operations, regulatory requirements, and airline procedures. Knowledge of terminal standards, compliance expectations, and requirements outlined in the Use and Lease Agreement. Skill in stakeholder management with AA, OALs, TSA, concessions, custodial, maintenance, DPS, and internal departments. Ability to exercise strong decision-making in fast-paced environments involving irregular operations and service recovery needs. Ability to maintain harmonious working relationships and build effective partnerships across Airport departments and tenant organizations. Ability to prepare accurate reports, manage multiple priorities, and meet time-sensitive deadlines. Ability to present a professional image of the Airport and communicate clearly and effectively, both orally and in writing. Ability to lead, coach, and manage front-line supervisors and customer experience staff in a dynamic operational setting. Special Requirements: 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 DFW Airport’s Categories and Classifications Administrative Policy and Procedure. An essential employee is one whose attendance is required to maintain airport operations during an emergency or inclement weather situation. Desirable: Experience managing complex stakeholder relationships. Experience supervising airport or airline operations. Ability to speak a second language. Efforts: Works in and around airport terminals. Uses computer monitors and keyboard devices. Uses near-visual acuity to read written materials and inspect terminal conditions. Use reasoning for problem-solving and operational decision-making. Exchanges information verbally, electronically, and in writing. Drives to locations on Airport property. 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.