Job Overview
Under general direction of the Senior Manager, Customer and Volunteer Programs, manages the recruitment, training, and retention of volunteer programs within the Customer Experience department. Drives the success of programs including but not limited to the Ambassador Volunteer Program, generates enthusiasm for volunteering, fosters engagement, oversees volunteer training, and focuses on ensuring airport volunteers are well-prepared to assist customers within the terminals, while collaborating with both internal teams and external partners to maximize program impact and operational efficiency.
What you will be doing:
- Partners with airport management to align volunteer programs with business and customer experience goals, ensuring volunteers contribute meaningfully to service delivery.
- Develops and implements effective recruitment strategies to attract suitable volunteers, to achieve business objectives and increase the quality of service available to DFW Airport customers.
- Develops a network of referral sources for volunteer candidates, leads community engagement, and maintains a comprehensive data base of recruitment opportunities.
- Creates and oversees retention and recognition plans and strategies to enhance volunteer engagement and reduce turnover.
- Designs and executes training programs tailored to volunteers’ learning needs, ensuring they are well-equipped to support a wide demographic of customers in various airport terminal settings.
- Researches and stays informed on volunteer management trends and industry best practices, preparing reports and recommendations for senior management to improve program effectiveness.
- Tracks and reports on key program metrics, such as recruitment, training, and retention, to inform senior leadership about program success and areas for improvement.
- Builds relationships with external organizations to expand the volunteer pipeline, and coordinates with internal teams to provide volunteer support for airport initiatives.
- Administers the volunteer program’s budget, ensuring efficient allocation of resources.
- Supervises, develops and mentors the Customer Programs team, ensuring optimal team performance and collaboration, in support of the training, development and coordination needs of volunteer programs.
- Performs other related duties as assigned.
What you need:
- Bachelor’s degree in Business, Public Administration, Communications, or a related field.
- Four (4) plus years of experience in professional training, airline or aviation operations, or customer experience.
- Two (2) plus years of supervisory experience.
- Any equivalent combination of education and/or experience may be substituted for the above.
- Knowledge of volunteer management principles and practices, with an understanding of relevant laws, regulations, and business practices.
- Knowledge of effective volunteer recruitment methods, outreach strategies, and industry practices to support program goals.
- Skill in developing, implementing, and evaluating volunteer recruitment and retention strategies, including networking, events, advertising, etc.
- Strong interpersonal and communication skills, with the ability to present information clearly and effectively to diverse audiences.
- Skill in data analysis and program evaluation, including compiling, interpreting, and reporting quantitative and qualitative data to inform operational decisions.
- Knowledge and experience with budget preparation and fiscal management.
- Ability to design, implement, and assess systems, processes, and procedures for program performance monitoring and continuous improvement.
- Ability to proficiently use Microsoft software programs and technologies such as smartphones and tablets for business projects and volunteer programs.
- Ability to establish and maintain effective working relationships with internal and external working relationships among staff, co-workers and across departments.
- Ability to lead, support team-based initiatives, and contribute to a positive, inclusive, and productive work environment.
- 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:
- Fluency in 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 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.
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