Customer Programs Training Coordinator

Job Overview

Under direction of the Customer Experience Volunteer Program Manager in the Customer Experience Department, develops, and implements onboarding and ongoing volunteer training programs designed to educate, develop, and orient volunteers providing front line customer experience at airport terminals and at other airport activities. Coordinates and supports the assessment of volunteer training needs, develops and maintains effective training programs, and tracks volunteer training activities, progress, and future opportunities.

What you will be doing:

• Creates and delivers instructor-led training programs to educate, develop, and orient volunteers performing various duties that assist customers or represent the airport at events and activities. Utilizes appropriate training, learning concepts and facilitation skills.

• Researches current and emerging trends in training and development, and designs or redesigns training programs to maximize volunteer productivity and effectiveness, including virtual learning.

• Identifies and implements technical training tools, educational equipment/materials, time, and other resources required to train, orient, and develop volunteers.

• Develops training materials, announcements, surveys, and calendars for the Ambassador Volunteer Program; conducts training classes for all Ambassador Volunteer Program volunteers. Makes all upgrades in training programs and materials used as needed.

• Presents training information using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos and lectures.

• Tracks training attendance in the online volunteer management database and runs regular reports to ensure accuracy.

• Coordinates the training budget, forecasted costs and identifies cost-effective training solutions.

• Coordinates with other Ambassador Volunteer Program staff to schedule volunteer training and other logistical needs.

• Measures effectiveness of training programs, creating course evaluations and administering observation and written reports.

• Trains in large group format (15-40 people at a time); coordinates and provides one-on-one volunteer training.

• Develops strong working relationship with airport and airline staff in order to obtain needed content and services for volunteer training.

• Interacts collaboratively with volunteers in their work environment on a regular basis to aid in training program development.

What you need:

• Bachelor’s degree or equivalent with significant coursework in education, human resources, industrial relations, or psychology.

• Two (2) years of professional level experience in training and presentation development, including coordinating with vendors, monitoring training effectiveness and using technology to enhance training programs.

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

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

What we desire:

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

• Experience in training volunteers, including young adults.

Special requirements:

• 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 the date of employment and maintain qualification for a SIDA badge upon each badge renewal.

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.