Manager, Airport Customer Care

American Airlines • Los Angeles, CA • 5h ago

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

This job is a member of the Hubs and Gateways Team, within the Customer Experience Division.

Responsible for managing, developing, and coordinating all customer-related activities ensuring the highest level of customer satisfaction and experience.

In conjunction with station leadership and other operating groups, this position is responsible for coordinating all phases of station projects, terminal moves, small scale back-office refresh projects and other ad hoc projects as directed. Project management includes requirements definition, business case development, status reporting and implementation.

Focus will be determined by station needs, with responsibilities aligned to either operations, projects, or a hybrid of both.

Salary range is between $95,000 to $130,000.

What you'll do

Oversees day to day customer service operations, including oversight of the lobby and gate activity in multiple facilities, as well as ramp and bag room oversight.

Acts as the Manager On-Duty for vacation relief and other instances where coverage is needed in both Customer Care and Customer Operations.

Project management including serving as construction liaison for the American Airlines construction project. This involves working with internal and external stakeholders to ensure projects are completed on schedule and on budget.

Ensures efficient use of resources to achieve operational performance targets.

Enforces all company and departmental safety, security, and operational processes and procedures. Communicates procedural changes to Customer Service Managers and frontline team members.

Monitors and analyzes trends to achieve performance metrics.

Mentors and develops team members.

Develops and implements processes to achieve improved efficiency and productivity.

Enhances vendor relations and ensures contractual obligations are performed.

Assists with interviews and selection of CSMs/Customer Service Supervisors.

Ability to work rotating shifts including nights, weekends and holidays.

Complete other duties as required

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

Bachelor's Degree in Business Management or relevant field or equivalent experience/training

2-3 years' work experience in Airport Operations

Preferred Qualifications- Education & Prior Job Experience

1-2 years Project Management experience

Skills, Licenses & Certifications

Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.

Excellent analytical skills and proficient use of PC related software

Strong leadership and organizational skillsAbility to multi-task and handle shifting priorities within a fast-paced, dynamic work environment and can tolerate high stress situationsAbility to effectively delegate work assignments and manage large groups of employees

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.

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