Duty Manager, Airport Customer Experience Administration

American Airlines Group-posted about 1 year ago
Full-time • Mid Level
Philadelphia, PA
Air Transportation
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The Duty Manager for Airport Customer Experience Administration at American Airlines is responsible for leading a team of management and support staff to enhance customer service operations. This role involves managing staffing, payroll, training, and team support while ensuring compliance and accountability. The Duty Manager will also develop schedules, analyze operations, and implement strategic initiatives to improve performance and drive results.

  • Assist with developing, processing, and managing 3-5 main schedule bids per year
  • Lead and develop a team of leaders responsible for planning and executing assignments through technology such as GSRealTime
  • Manage multiple software programs simultaneously to quickly analyze the operation and determine best course of action throughout the day
  • Solve complex staffing situations to mitigate risks and drive results
  • Lead and collaborate with Admin and Operations leaders to ensure resources are planned and applied where they are most needed
  • Think strategically, develop reports, and identify opportunities to improve processes to drive performance
  • Communicate procedural changes to Customer Service Managers and other team members
  • Ensure compliance and accountability follow through and support as an escalation point
  • Guide the development of Customer Service Managers
  • Identify trends and team member developmental opportunities; design and implement methods to increase/improve performance
  • Assist with Customer Service Manager interviews and selections
  • Solicit ideas and/or feedback from team members and accept accountability for follow-through
  • Foster positive relationships, drive engagement, and collaboration between allocators and frontline, as well as across departments
  • Conduct grievance hearings and serve as a grievance hearing officer as necessary
  • Bachelor's Degree in related field or equivalent experience and/or training
  • 2 years of airport operational background with experience in assessing manpower needs, administering bids, with a good understanding of staffing models
  • Ability to lead and motivate employees and work closely with both the Hub/Gateway and the union leadership teams
  • Exceptional organization and planning skills, with attention to detail
  • Ability to identify opportunities for improvement and implement strategic initiatives under time constraints
  • Ability to digest complex fact scenarios and develop compelling business cases to support your position
  • Knowledge of presentation and communication skills - direct and persuasive as well as diplomatic
  • Outstanding leadership and interpersonal skills
  • Knowledge in Microsoft Excel, Outlook, PowerPoint and Word
  • Self-motivated and detail-oriented team player
  • Excellent interpersonal skills
  • Ability to perform in a fast-paced environment while maintaining a professional and effective approach in stressful situations
  • Health insurance
  • Dental insurance
  • Flexible spending account
  • Employee assistance program
  • Vision insurance
  • Pet insurance
  • 401(k) Program
  • Travel perks
  • Wellness programs
  • Discounts on hotels, cars, cruises and more
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