Terminal Experience Lead — Customer Operations

Dallas Fort Worth International Airport (DFW); United States; On-site; USD 110,000 - 145,000; Full time

Job summary

Dallas Fort Worth International Airport (DFW) seeks a Senior Terminal Experience Manager to lead performance and customer experience across terminal facilities. You will work with airline leadership, TSA, concessions, and airport teams to ensure safety, efficiency, and a best-in-class traveler experience.

This role oversees operations during irregular conditions, develops improvement plans, and guides Supervisors and staff through coaching and performance reviews.

Qualifications

• Bachelor's degree in business, aviation, public administration, finance, or 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.

Responsibilities

• 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.

Skills

Stakeholder management

Decision making

Communication

Leadership & coaching

Education

Bachelor's degree

Job description

Dallas Fort Worth International Airport (DFW) seeks a Senior Terminal Experience Manager to lead performance and customer experience across terminal facilities. You will work with airline leadership, TSA, concessions, and airport teams to ensure safety, efficiency, and a best-in-class traveler experience.

This role oversees operations during irregular conditions, develops improvement plans, and guides Supervisors and staff through coaching and performance reviews.