Intro
Are you ready to explore a world of possibilities, both at work and during your time off? 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
The Supervisor, Travel Services is part of the Benefits and Retirement team within the People Division. This role manages all aspects of flight booking and ticketing for candidates and new hires during the recruitment and pre-employment phases, ensuring a smooth and reliable travel experience. Serving as the primary point of contact for travel-related escalations, the individual will oversee vendor coordination, conduct regular audits, and drive process improvements to enhance service reliability and candidate satisfaction.
What you'll do
As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
Manage recruitment and pre-employment related flight bookings and ticketing processes to ensure a reliable and consistent travel experience for candidates during the recruiting (sourcing-to-offer) phase and new hires during the pre-employment (offer-to-start) phase.
Review positive-space candidate travel bookings daily to ensure accuracy and prevent service failures such as failed ticketing and missing traveler details.
Serve as the primary point of contact for escalations related to candidate flight bookings from vendors, internal coordinators, and wholly owned regional travel team; Provide afterhours, weekend and on-call candidate travel support, as needed, with a focus on service recovery and candidate experience.
Evaluate service failures to determine root cause and recommend necessary changes to candidate travel policies and procedures.
Perform quarterly audits of the service delivery, including vendor support and internal processes, using key performance indicators related to reliability and candidate experience.
Create weekly, monthly, quarterly, and annual activity reports in partnership with recruiting team, pre-employment team, and vendors responsible for frontline and management hiring.
Manage the utilization of the recruiting UATP card as supported by the Skyview 8 Travel Center.
Plan, execute, and deliver other ad-hoc travel related projects, as assigned.
All you'll need for success
Minimum Qualifications- Education & Prior Job Experience
Bachelor's degree in Business, Human Resources, Hospitality or a related field
4 years of experience in a related field, such as travel management, candidate experience, or operations
Preferred Qualifications- Education & Prior Job Experience
3-5 years of airline experience
3 years of project management, training or office administrative experience
Experience supervising team members
Knowledge of the CWA/IBT JCBA
Strong knowledge of Sabre/QIK CHK functionality and airline procedures, with a focus on reservations, inventory controls and ticketing
Working knowledge of company travel policies and procedures
Skills, Licenses & Certifications
Excellent written and verbal communication skills, with the ability to effectively interact with colleagues at all levels in the organization and with external candidates and business partners
Demonstrated ability to successfully operate within a fast-paced group environment to include incoming calls, e-mail and team meetings, at times, after routine business hours
Ability to master unique departmental software including SuccessFactors, Siebel, ePNR, various research tools and other applications specific to the travel team
Proficient with Microsoft Office software (e.g., Word, Excel, Outlook, Access and PowerPoint)
Proven ability to work with highly confidential material
Excellent customer service skills
Ability to interpret and apply defined standards and internal policies related to our travel programs, including candidate onboarding processes
Ability to work independently as well as part of a team
Ability to analyze situations, make recommendations and implement the best business decisions under pressure
Comfortable working with all job levels up to and including senior officers of AA and our wholly-owned airlines
What you'll get
Feel free to take advantage of all that American Airlines has to offer:
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you'll have access to your health, dental, prescription and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself - that's why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Feel free to be yourself at American
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.
