Associate Training and Process Improvement Coordinator

Customer Experience Program Coordinator

Under general direction of the Senior Manager, Terminal Integration, supports the coordination, administration, and continuous improvement of DFW Airport's Customer Experience (CX) programs and standardization efforts. Develops and delivers training programs, drives process improvement initiatives, and supports the implementation and sustainment of terminal standards to ensure a world-class experience for all travelers.

What You Will Be Doing :

• Supports the onboarding, training, scheduling, and ongoing development of Customer Experience (CX) team members and terminal stakeholders.
• Partners with the CX Process Improvement and Training Specialist to design, implement, and enhance department programs, procedures, operating guides, curriculum and training materials that strengthen team performance and leadership capabilities.
• Facilitates engaging and effective training sessions using various instructional methods, such as classroom delivery, simulations, group exercises, discussions, and e-learnings, and evaluates participant progress, providing feedback and documentation to support development and ensure learning objectives are met.
• Assists in the design and administration of knowledge and performance assessments, surveys, and evaluations to measure skill application, team performance, and effectiveness of training offerings.
• Maintains current knowledge of industry best practices, training techniques, methodologies, and customer experience standards to continuously improve CX initiatives and training.
• Develops and maintains quantitative tools and dashboards that track operational efficiency, training outcomes, and customer satisfaction metrics.
• Collaborates with leadership to support the execution of the Customer Experience Process Improvement Plan, and prepares related documentation, reporting, and project tracking across the CX and Terminal Integration teams.
• Recommends and implements improvements to CX procedures and service delivery standards to optimize operations and enhance customer experience.
• Provides operational support in the absence of the CX Process Improvement and Training Manager.
• Performs other related duties as assigned.

What You Need :

Special Requirements :

What We Desire :

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.