Duty Manager, Airport Customer Experience Administration

American Airlines • Los Angeles, CA

11d • Onsite

About The Position

This job is a member of the Customer Experience administration team within the Customer Experience Division. Responsible for leading a group of management and support staff responsible for but not limited to lost time, agent/clerk staffing, payroll, training and team support. This position serves as a leader of leaders, providing strategic guidance, coaching, and operational direction to management teams while ensuring the station is positioned to meet current and future business needs.

Requirements

• 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
• Ability to have exceptional organization and planning skills, with attention to detail
• Ability to identify opportunities for improvement as well as proven success implementing 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
• Ability to have outstanding leadership and interpersonal skills
• Knowledge in Microsoft Excel, Outlook, PowerPoint and Word
• 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

Responsibilities

• Facilitates station training needs with recurrent, ad hoc and system training initiatives
• Oversees the agent/clerk requirements for offering overtime, in-station and system transfers in order to support operational needs
• Works in connection with local Management (Customer Care and Customer Operations), Station Services and Workforce Planning to maintain budgeted physical headcount
• Oversees New hire, transfer, and termination system execution (Oracle, SHARP, Station Resources)
• Oversight of vendor partner performance
• Develops, processes, and manages 3-5 main schedule bids per year
• Oversees supplies management, invoicing & fueling responsibilities
• Responsible for leading a group of management and support staff responsible for, but not limited to, lost time administration, agent/clerk staffing, payroll, training, and team support.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree