What are the responsibilities and job description for the Assistant Director – Customer & Community Engagement position at City of Dallas?
Welcome to the City of Dallas!
The City of Dallas is one of the largest employers in the DFW Metroplex.
We offer growth opportunities and a chance to make a difference in our community.
What do we offer?
A competitive salary, five-year vested pension plan, great benefits package that includes health, vision and dental insurance, pet insurance, tuition reimbursement, qualifying childcare assistance, paid time off and more.
Join our diverse workforce and help us in providing excellent service to the residents of Dallas while building a rewarding career.
Job Summary
Job Description
Overview
The Assistant Director of Customer & Community Engagement serves as the operational and financial subject matter expert in this area and is charged to maintain airport system as an award-winning airport in the aviation industry. Must have the ability to collaborate with all stakeholders to solve day to day problems with innovative solutions while empowering managers to use high levels of problem solving and deductive reasoning. Additionally, the Assistant Director supports and promotes high-level programs to enhance the Department’s visibility and assists the Deputy Director in operating and administering the Departmental goals. This pivotal leadership position is responsible for fostering a culture of excellence within the department and enhancing the overall customer experience. Responsibilities include setting vision and operational goals for senior managers, collaborating with all teams in the department, working with other city agencies, elected and appointed officials, and the public to ensure efficient service delivery and continuous improvement in departmental processes, and providing exceptional service to the community.
Essential Functions
1 Oversees two or more Senior Managers in the customer and community engagement divisions, coordinating systems to align with overall Airport System goals and enhance operational efficiency.
2 Establishes divisional goals, programs, plans, priorities, policies, procedures, and budget requirements.
3 Prepares annual performance plans and conducts mid-year and annual performance reviews and provides direction for staff and department managers.
4 Manages all aspects of the Good Neighbor Program, including preparing presentations, overseeing projects and research, conducting public meetings, supervising data compilation, evaluating results, and composing executive summaries as requested. Develops briefing materials, presentations, brochures, and newsletters, and coordinates with the PIO and marketing firm for meeting announcements, social media campaigns, and interdepartmental coordination.
5 Communicates, engages, and interfaces with citizens, regulatory agencies, city management, other city departments, consultants, contractors, and vendors to resolve problems, coordinate activities, and provide information on the Good Neighbor Program.
6 Manages and monitors all tenant communications and maintains direct interactions with major airlines, car rental agencies, and fixed-based operators. Delegates tasks to subordinates, identifies areas for improvement, and implements changes to enhance operations. Plans, implements, coordinates, monitors compliance, and evaluates policies and procedures. Reviews and oversees work schedules at all subordinate levels.
7 Analyzes and evaluates production goals to ensure timely completion and works to increase productivity.
8 Develops and maintains federal relationships, fostering strong connections with the Federal Aviation Administration, Customs & Border Protection, and the Transportation Security Administration on behalf of DAL and RBD through brainstorming sessions, meetings, written communications, and updates.
9 Addresses disciplinary issues, and fosters teamwork amongst the department and its activities; identifies areas of quality management to enhance productivity through improved work procedures and practices, improved communication, and accountability.
10 Performs any and all other work as needed or assigned.
Knowledge, Skills And Abilities
1 Knowledge in human relations and supervision.
2 Knowledge with Department of Aviation activities, services, and programs.
3 Knowledge in customer service and community engagement techniques and methods.
4 Knowledge in public speaking and communications.
5 Knowledge of federal, state, and local laws, codes, and regulations governing airport operations, air transportation, airport security, and safety, including FAA and TSA regulations.
6 Understanding of personnel management principles and ability to plan, direct, and coordinate the work of others through subordinates.
7 Strong interpersonal skills with the ability to build and maintain positive relationships with stakeholders.
8 Ability to develop and implement strategic communication plans and initiatives.
9 Effective project management skills with the ability to meet deadlines.
10 Proficient in communicating with diverse audiences.
11 Collaborative leadership with a team-oriented approach.
12 Effective in both oral and written communication and negotiation with technical staff, consultants, contractors, governmental agencies, city management, and other stakeholders.
13 Ability in managing unit/program activities.
14 Ability to establish and achieve operating goals and objectives for the unit.
15 Ability in negotiating and developing contractual agreements.
16 Ability in developing and administering complex and large budgets.
17 Ability in strategic planning, marketing, media relations, event planning, and community outreach.
18 Ability to establish and maintain effective working relationships.
Education
Bachelor's Degree or higher in Business, Public Administration, Aviation Administration, Political Science, Public Relations or a related field
Experience
Seven (7) years of experience in city government, customer, community and employee engagement activities, aviation business management, administration, and management or other related including three years in a management role.
Certifications and Licenses
1 High school diploma or GED plus eleven (11) years of the required experience including three (3) years of the stated supervisory/project management experience will meet the education and experience requirements.
2 An associate degree in any field plus nine (9) years of the required experience including three (3) years of the stated supervisory/project management experience will meet the education and experience requirements.
3 A bachelor's degree or higher in a non-specified field plus nine (9) years of the required experience including three (3) years of the stated supervisory/project management experience will meet the education and experience requirements.
4 A master's degree or higher in a specified field plus five (5) years of the required experience including three (3) years of the stated supervisory/project management experience will meet the education and experience requirements.
Other Requirements
Must pass Federal Aviation Administration (FAA) and Transportation Security Administration (TSA) background investigations.
Salary Range
$132,147.71 - $165,184.64
The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.
City of Dallas is an Equal Opportunity Employer and values diversity at all levels of its workforce.
The City of Dallas is one of the largest employers in the DFW Metroplex.
We offer growth opportunities and a chance to make a difference in our community.
What do we offer?
A competitive salary, five-year vested pension plan, great benefits package that includes health, vision and dental insurance, pet insurance, tuition reimbursement, qualifying childcare assistance, paid time off and more.
Join our diverse workforce and help us in providing excellent service to the residents of Dallas while building a rewarding career.
Job Summary
Job Description
Overview
The Assistant Director of Customer & Community Engagement serves as the operational and financial subject matter expert in this area and is charged to maintain airport system as an award-winning airport in the aviation industry. Must have the ability to collaborate with all stakeholders to solve day to day problems with innovative solutions while empowering managers to use high levels of problem solving and deductive reasoning. Additionally, the Assistant Director supports and promotes high-level programs to enhance the Department’s visibility and assists the Deputy Director in operating and administering the Departmental goals. This pivotal leadership position is responsible for fostering a culture of excellence within the department and enhancing the overall customer experience. Responsibilities include setting vision and operational goals for senior managers, collaborating with all teams in the department, working with other city agencies, elected and appointed officials, and the public to ensure efficient service delivery and continuous improvement in departmental processes, and providing exceptional service to the community.
Essential Functions
1 Oversees two or more Senior Managers in the customer and community engagement divisions, coordinating systems to align with overall Airport System goals and enhance operational efficiency.
2 Establishes divisional goals, programs, plans, priorities, policies, procedures, and budget requirements.
3 Prepares annual performance plans and conducts mid-year and annual performance reviews and provides direction for staff and department managers.
4 Manages all aspects of the Good Neighbor Program, including preparing presentations, overseeing projects and research, conducting public meetings, supervising data compilation, evaluating results, and composing executive summaries as requested. Develops briefing materials, presentations, brochures, and newsletters, and coordinates with the PIO and marketing firm for meeting announcements, social media campaigns, and interdepartmental coordination.
5 Communicates, engages, and interfaces with citizens, regulatory agencies, city management, other city departments, consultants, contractors, and vendors to resolve problems, coordinate activities, and provide information on the Good Neighbor Program.
6 Manages and monitors all tenant communications and maintains direct interactions with major airlines, car rental agencies, and fixed-based operators. Delegates tasks to subordinates, identifies areas for improvement, and implements changes to enhance operations. Plans, implements, coordinates, monitors compliance, and evaluates policies and procedures. Reviews and oversees work schedules at all subordinate levels.
7 Analyzes and evaluates production goals to ensure timely completion and works to increase productivity.
8 Develops and maintains federal relationships, fostering strong connections with the Federal Aviation Administration, Customs & Border Protection, and the Transportation Security Administration on behalf of DAL and RBD through brainstorming sessions, meetings, written communications, and updates.
9 Addresses disciplinary issues, and fosters teamwork amongst the department and its activities; identifies areas of quality management to enhance productivity through improved work procedures and practices, improved communication, and accountability.
10 Performs any and all other work as needed or assigned.
Knowledge, Skills And Abilities
1 Knowledge in human relations and supervision.
2 Knowledge with Department of Aviation activities, services, and programs.
3 Knowledge in customer service and community engagement techniques and methods.
4 Knowledge in public speaking and communications.
5 Knowledge of federal, state, and local laws, codes, and regulations governing airport operations, air transportation, airport security, and safety, including FAA and TSA regulations.
6 Understanding of personnel management principles and ability to plan, direct, and coordinate the work of others through subordinates.
7 Strong interpersonal skills with the ability to build and maintain positive relationships with stakeholders.
8 Ability to develop and implement strategic communication plans and initiatives.
9 Effective project management skills with the ability to meet deadlines.
10 Proficient in communicating with diverse audiences.
11 Collaborative leadership with a team-oriented approach.
12 Effective in both oral and written communication and negotiation with technical staff, consultants, contractors, governmental agencies, city management, and other stakeholders.
13 Ability in managing unit/program activities.
14 Ability to establish and achieve operating goals and objectives for the unit.
15 Ability in negotiating and developing contractual agreements.
16 Ability in developing and administering complex and large budgets.
17 Ability in strategic planning, marketing, media relations, event planning, and community outreach.
18 Ability to establish and maintain effective working relationships.
Education
Bachelor's Degree or higher in Business, Public Administration, Aviation Administration, Political Science, Public Relations or a related field
Experience
Seven (7) years of experience in city government, customer, community and employee engagement activities, aviation business management, administration, and management or other related including three years in a management role.
Certifications and Licenses
- Valid Texas Class "C" Driver's License
- Preferred: any AAAE, IATA or ACI airport certification
1 High school diploma or GED plus eleven (11) years of the required experience including three (3) years of the stated supervisory/project management experience will meet the education and experience requirements.
2 An associate degree in any field plus nine (9) years of the required experience including three (3) years of the stated supervisory/project management experience will meet the education and experience requirements.
3 A bachelor's degree or higher in a non-specified field plus nine (9) years of the required experience including three (3) years of the stated supervisory/project management experience will meet the education and experience requirements.
4 A master's degree or higher in a specified field plus five (5) years of the required experience including three (3) years of the stated supervisory/project management experience will meet the education and experience requirements.
Other Requirements
Must pass Federal Aviation Administration (FAA) and Transportation Security Administration (TSA) background investigations.
Salary Range
$132,147.71 - $165,184.64
The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.
City of Dallas is an Equal Opportunity Employer and values diversity at all levels of its workforce.
Salary : $132,148 - $165,185
