Sr Manager, Airport Customer Operations

American Airlines Job Opportunity

The pay range for this role is $121,000 to $161,000, taking into account the qualifications and experience of the selected candidate. Join our American Airlines family and you'll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why You'll Love This Job

This job is a member of the Hubs & Gateways Team within the Customer Experience Division. Responsible for planning, leading and coordinating all phases of Customer Operations at the Airport in collaboration with other department leaders such as Customer Care, Facilities, and Hub Control Center, as well as AA's local business partners. Directly responsible for executing through the team local and corporate initiatives.

What You'll Do

Leads and develops a team of operational leaders including but not limited to daily oversight, counseling, performance reviews and training. Plans, leads and coordinates all phases of Customer Operations at Airport. Collaborates with other department leaders such as Customer Care, Facilities, and Hub Control Center, as well as AA's local business partners. Engages with frontline employees as an advocate of our team members and forward looking initiatives, and creating inclusive opportunities to bring teams and people together. Evaluates, recommends and implements new processes to improve performance impacting industry critical KPI's; Increase efficiency of relevant processes and resource utilization to maximize performance improvements. Analyzes data from multiple sources and identifies needs and opportunities for improvements to mitigate failures. Responsible for oversight and leading program development regarding technology and tools associated with baggage process. Operational responsibilities include but not limited to departure dependability, baggage handling performance, customer experience, budget and adhoc analysis. Interfaces and collaborates with frontline employees, Customer Care, Aircraft Maintenance, Regional Operations, Facilities, Tower Operations, Premium Service, Flight, Flight Service, Sales, etc. Develops and directs service programs to ensure optimum product delivery in customer service quality and departure dependability. Optimizes manpower, equipment, facilities and funds for Customer Operations. Demonstrates and cultivates collaborative relationships across all work groups and teams. Establishes workable set of quality controls, regulatory agencies, other stations and staff groups. Monitors and develops performance metrics to enhance sustainable delivery of customer operations goals.

All You'll Need For Success

Minimum Qualifications- Education & Prior Job Experience : Bachelors degree or equivalent work experience / training. Thorough understanding of the budget process, headcount and staffing. Demonstrated proficiency in identifying areas for improvement in a large-scale operation, and ability to advocate and manage change. Prior experience in the application of budgetary knowledge to drive business results operational background in a leadership role. Preferred Qualifications- Education & Prior Job Experience : Experience managing front line leaders. Skills, Licenses & Certifications : Ability to lead and serve a large and complex organization through management leaders, individual contributors and front line team. Ability to think strategically, weighing long-term implications and solutions. Ability to problem solve, build and facilitate relationships at all levels of the organization, both internally and externally. Strong analytical skills, labor relations experience including working knowledge of agents and collective bargaining agreements; experience implementing procedures and ensuring consistent service delivery. Action oriented, results-driven leader with a natural aptitude for engaging employees across multiple workgroups. Flexibility and creativity to adjust to dynamic situations while effectively modeling executive leadership attributes. Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable. Applicable valid driver's license as required by local authorities, if applicable.

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American. EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION POLICY American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices : hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.