Customer Experience Volunteer Program Manager

Qualifications

Job Overview

Are you passionate about creating exceptional customer experiences? Join our team as a Customer Experience Volunteer Program Manager and play a pivotal role in shaping the volunteer programs at DFW Airport. As the manager, you will be responsible for recruiting, training, and retaining volunteers for our Customer Experience department, including the highly regarded Ambassador volunteer program. You'll have the opportunity to develop recruitment and retention strategies, build strong relationships with external agencies and internal departments, and oversee the operational flow of our volunteer office. By harnessing your expertise in volunteer management, you'll ensure that our volunteers are equipped with the necessary skills to provide outstanding assistance to our customers. If you're a natural leader with a background in volunteer management, training, operational/airline experience, and a passion for delivering exceptional service, we invite you to apply and be part of our team dedicated to creating a positive and welcoming airport environment.

What you will be doing:

• Works with Airport management to define the business and Customer Experience objectives of the volunteer programs.

• Targets recruitment and retention strategies to achieve business objectives and increase the quality of service available to DFW customers.

• Develops recruitment plans and strategies to properly staff important in-terminal locations.

• Develops a network of referral sources for volunteer candidates; develops, updates and maintains a current and comprehensive data base of referral sources.

• Creates retention plans and strategies to maximize volunteer engagement and minimize volunteer turnover.

• Adapts training techniques to suit the learning styles of all volunteer demographics.

• Research best practices in volunteerism across aviation and non-aviation industries. Develops reports to summarize best practices and present to senior management.

• Reports on metrics of retention, training and recruitment programs to inform senior management of the programs' success. Prepares reports to management concerning progress.

• Develops good working relationships with outside organizations for the benefit of the DFW Airport volunteer pipeline. Develops, manages and conducts training programs to educate, develop, and orient volunteers performing various duties on an ongoing or rotating basis.

• Administers the budget for the volunteer program.

• Oversees the work of the Customer Programs Coordinator, Customer Programs Trainer, and Administrative Assistants.

What you need:

• Bachelor's degree in business or public administration, communications, or a related field.

• Five (5) years of professional level experience in training or operational/airline experience.

• Two (2) years of supervisory experience.

• Any equivalent combination of education and/or experience may be substituted for the above.

• Possession of a valid Class C driver's license.

• 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.

What we desire:

• Ability to speak a second language, in addition to English.

About Us

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We're recognized for our innovation, leadership, drive for excellence and talented employees.

Our success is made possible because of the diverse talents of nearly 2,000 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We're 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.