Parking Guest Contract Services Supervisor

Dallas Fort Worth International Airport Board; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

The Dallas Fort Worth International Airport Board is looking for a Contract Services Quality Agent to oversee daily operations. This role involves supervising the team, ensuring compliance with service standards and managing contractor performance.

A successful candidate will have three years of experience in customer service and be able to work rotating shifts. This position requires a valid Class C driver's license and strong leadership skills to maintain high service quality across airport transportation operations.

Qualifications

• Three years of experience in a high-volume customer service environment.
• Valid Class C driver's license required.
• Ability to work rotating shifts, including nights and weekends.

Responsibilities

• Supervises Contract Services Quality Agent team and ensures compliance.
• Monitors contractor services and evaluates their performance.
• Acts as a liaison between contractors and airport departments.

Skills

Leadership

Customer service

Communication

Problem solving

Microsoft Office

Education

High school diploma or equivalent

Tools

Oracle

Microsoft Office applications

Job description

Job Overview

Under general direction of Contract Services Assistant Manager, supervises, schedules, and oversees the daily activities of the Contract Services Quality Agent team to ensure contract and permittee compliance across airport transportation services. Monitors service delivery, evaluates contractor performance, manages team operations, and facilitates communication between contractors, permittees, and airport departments to maintain high service standards.

What You Will Be Doing

• Supervises the Contract Services Quality Agent team, ensuring compliance with service quality standards, contract terms, and permit requirements throughout airport contract transportation operations.
• Monitors and evaluates transportation contractor services to ensure adherence to contractual obligations and operational standards.
• Supervises and holds employees accountable for job performance standards through training, coaching, regular feedback, and performance evaluations.
• Reviews and analyzes operational and performance data to identify trends, resolve issues, and improve service delivery.
• Manages staffing resources, schedules, shift coverage, vehicles, and leave requests, to ensure operational readiness at all times.
• Leads team meetings and individual check‑ins, documenting key discussions and action items, ensuring follow‑through.
• Acts as a liaison between contractors, permittees, and internal departments to resolve issues and facilitate collaboration.
• Leads assigned projects or operational initiatives, as directed by leadership.
• Coordinates and implements contractor transportation solutions during irregular operations, such as during weather or special events, or emergencies, in collaboration with leadership and internal stakeholders.
• Performs other related duties as assigned.

What You Need

• Completion of high school curriculum or equivalent.
• Three (3) plus years of experience in a high‑volume, face‑to‑face customer service environment.
• Any equivalent combination of education and experience may be substituted for the above.
• Possession of a valid Class C driver's license.

Desirable

• Knowledge of airport transportation procedures, standards, and best practices.
• Knowledge of contract compliance and vendor performance monitoring.
• Experience using Oracle for requisition or procurement processes.

Special Requirements

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. Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.

Required Knowledge, Skills, and Abilities

• Ability to work rotating shifts, including nights, weekends, and holidays.
• Ability to report for duty during inclement weather and emergency situations.
• Ability to read, interpret, and accurately report operational information.
• Ability to lead and supervise employees, including training, assigning work, setting expectations, holding staff accountable, and coordinating schedules.
• Ability to interpret and apply contracts, operational guidelines, and other complex information.
• Ability to communicate clearly and professionally, both orally and in writing, with employees, contractors, leadership, and the public.
• Ability to establish and maintain effective working relationships with internal and external stakeholders.
• Skill in using Microsoft Office applications (Outlook, Teams, Excel, Word, PowerPoint, SharePoint) and mobile devices.
• Knowledge of standard office practices, documentation standards, and data tracking systems.
• Ability to exercise judgment in problem solving and decision making.
• Skill in organizing, planning, and prioritizing multiple tasks under deadlines or emergency conditions.
• Ability to remain calm and take appropriate action in high‑pressure or emergency situations.
• Ability to maintain a professional demeanor and represent the department positively.
• Ability to identify, develop, and implement process and procedure improvements.

Effort

• Works both in an office and in an outdoor operational environment.
• Operates a staff vehicle to travel throughout airport property and surrounding areas.
• Stands, walks, and is seated for extended periods of time.
• Works any shift, including any days and hours, based on assignment or shift bid results.
• Reports to work during inclement weather and emergency situations.
• May work extended hours during emergencies or special projects.
• Uses substantial reasoning in problem solving.
• Frequently communicates verbally and in writing, via radio, telephone, tablet, and in‑person interactions.
• Uses near‑visual acuity for reading computer monitors, written materials, inspecting areas and reviewing electronic data or reports.
• Performs mathematical calculations and works with statistical data.
• Frequent exposure to loud airport operational noise and fast‑paced activity.