Mark Mulchaey Email & Phone Number

Charlotte, Nc, Us

Charlotte, North Carolina, United States

Charlotte, North Carolina, United States

Lead a dynamic team of 300+ across six functional areas including Airside Operations, Landside Operations, Terminal Operations, Security, Emergency Preparedness, and the Joint Operations Center to serve more than 50M passengers annually.

Charlotte, North Carolina, United States

Oversee and optimize all aspects of day-to-day operations spanning (1) Federal Inspection Services (FIS), (2) Airport Lost & Found, (3) Airport Services including the Translation Team, (4) Gate Management, and (5) Terminal Operations through leadership of a 35+-member team. Partner with adjacent divisions and organizations to develop plans, procedures, and systems to directly support CLT customers and tenants. Work diligently to manage the flow of passengers throughout terminal facilities: 48M passengers annually with 75% of traffic (100K passengers each day) connecting through American Airlines terminal.➥ Design and deploy a wide range of terminal operations programs to support CLT’s ranking as a Top 10 international hub airport, focusing on building new programs in customer service, terminal inspections, and construction coordination.➥ Develop and manage an operationally sound $1.5M budget in support of Terminal Operations—in addition to a $5M security contract—overseeing service providers to ensure contract adherence, desired service levels, and remedy noncompliance.➥ Lead a comprehensive, collaborative effort to develop a wide-ranging terminal inspection program to enhance operational efficiency, organizational effectiveness, and the overall customer experience of guests and staff within the terminal.➥ Served as Chair of two key airport planning committees vital in preparing for the summer 2019 Republican National Convention, working with stakeholders to proactively address, anticipate, and mitigate operational and service concerns.➥ Act as a central liaison to the Transportation Security Administration (TSA) for screening operations, managing a $1M+ annual prescreening and ticket lobby operations contract key to serving an estimated 11M+ O&D customers in 2019.

Columbus, Ohio, United States

Charged with developing and implementing a comprehensive portfolio of customer experience programs and projects to support CRAA’s vision, mission, and strategic business plan. Championed key initiatives to create a world-class customer-facing environment, serve as the Voice of the Customer (VOC), lead the volunteer Ambassador Program, and drive forward the achievement of future-state goals. Revitalized a dormant customer service recognition program to celebrate the successes of service delivery and customer experience excellence.➥ Played a pivotal role in a 3-year, $80M Terminal Modernization Program (TMP), minimizing disruption to customers during numerous capital improvement projects, sequencing closures and launches, and restoring services on time. Involved in countless construction and capital projects over the past decade, maintaining customer experience as a top priority.➥ Served as project owner and point of contact for the development and construction of the U.S. Customs and Border Protection (CBP) General Aviation Facility (GAF), managing this $1.25M project, liaising with corporate funders, and facilitating communication channels between all stakeholders, resulting in more efficient and customer-friendly processes.➥ Deployed a new airport-wide Public Address System, taking over a project that had stalled for two years and triaging needs, revising scope, selecting a new vendor, and coordinating stakeholders to deploy technology. Additionally, vetted and selected vendors, launched new technologies, and dramatically improved signage and wayfinding with a $1.3M initiative.➥ Sought opportunities to improve the customer experience through such diverse initiatives as tours for families with differing needs, musical performances, art programs and installations, nursing rooms, and more. Measured the impact of such initiatives through the Airport Satisfaction Quality measurement tool, continually refining actions to improve results.

Columbus, Ohio, United States

Selected to transition to manage operations at Bolton Field Airport and to implement a Master Plan with a successive merger with Rickenbacker International Airport. Integrated Rickenbacker International Airport into the CRAA infrastructure, not only merging operational processes and practices, but also the cultures of two diverse entities. Managed and allocated financial and human capital resources, identified and acted on business development opportunities, cultivated relationships with 90+ tenants, and created engagement events to build a community.➥ Held up to three significant operational leadership roles concurrently, continuing to be involved in former airport operations management functions, while serving as GM of Bolton Field and Interim GM of Rickenbacker International.➥ Earned high tenant satisfaction by working purposefully to improve airport operations, maintain a sound facility, offer extended amenities and services, and control costs through process analysis and refinement.

Columbus, Ohio, United States

Served as the 24x7 ‘eyes and ears’ of the airport, growing through progressive roles involving operational oversight of two airports, leadership of a 10+-person team, and nonnegotiable compliance with FAA regulations. Liaised with key internal and external stakeholders—FAA Air Traffic Control Towers (ATCTs), FAA Flight Standards District Office (FSDO), Fixed-Base Operators (FBOs), airlines, business partners, and internal teams—to optimize efficiency, drive operational excellence, and mitigate risks to safety and compliance. Coached and trained team members to progress their careers, develop professionally, and support CRAA succession plans.➥ Earned three promotions prior to accepting Manager role in 1999, serving as: Supervisor, Airport Operations (1996-1999); Airport Operations Coordinator (1994-1996); and Airport Operations Intern/Co-op (1992-1994).➥ Oversaw the operational integrity of airport and airfield infrastructures, performing inspections, monitoring conditions, and collaborating with key personnel to coordinate closures, maintenance, and the timely reopening of runways.➥ Coordinated special VIP and dignitary visits with security and U.S. Secret Service personnel, managing multiple presidential and vice presidential visits involving proactive planning, due diligence, and risk mitigation.➥ Developed and orchestrated highly complex emergency preparedness simulation events, overseeing live training exercises to ensure readiness for unplanned events, power outages, and other unforeseen risk factors.➥ Constructed, implemented, and monitored the effectiveness of numerous policies and practices still in place today, playing a key role in the team receiving several successive annual “Zero Discrepancies” inspections.➥ Responded to the events of 9/11 and the days following in total compliance with FAA mandates, coordinating a whirlwind of activity, adapting to new regulations, supporting TSA launch, and liaising with key stakeholders throughout.