Duty Manager, Airport Customer Experience

American Airlines • Boston, MA

7d • Onsite

About The Position

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.

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 station trainers and ensures all training deadlines are met
• Maintain strong operational knowledge of both Customer Care and Customer Operations responsibilities, including de-icing
• Helps plan and develop local safety initiatives with station leadership to deliver to the frontline team
• Helps to drive safety initiatives by developing and leading training sessions focused on safety and compliance
• Analyzes safety data to track trends and implement corrective actions
• Holds team accountable to policies and procedures

Benefits

• Travel Perks: 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.
• Virtual doctor visits
• Flexible spending accounts
• 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.
• Employee Assistance Program
• Pet insurance
• Discounts on hotels, cars, cruises and more

What This Job Offers

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