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.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• 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 including weather or special events, or emergencies, in collaboration with leadership and internal stakeholders.
• Performs other related duties as assigned.

MINIMUM REQUIREMENTS

• 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 (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.

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.

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.