General Manager, Airport Customer Experience

American Airlines • Atlanta, GA

4d • Onsite

About The Position

Responsible for managing the operations, optimizing the business, leading the people and cultivating relationships with diverse audiences. This role directs, manages and oversees daily airport operation activities to ensure safe, reliable and efficient service for our passengers and stakeholders. It involves assessing and executing appropriate resources to optimize station performance, monitoring, reviewing, and reporting station performance, and establishing relationships through engagement, collaboration and inclusiveness with internal and external stakeholders. The role also coordinates closely with local airport authorities and government agencies, manages scheduled, off-scheduled and charter flight operations, and acts as a liaison between the Company and various organizations. Additionally, it involves evaluating, identifying and recommending process improvement changes, overseeing and controlling the budget, and managing overall financial administration. The position leads, motivates and develops employees, assumes responsibility for employee management (hiring, performance reviews, corrective action, salary administration, training, and career development), maintains company standards of safety and security, partners with vendors and contractors, and preserves integrity and ethical values related to audits, compliance, and regulatory mandates.

Requirements

• Bachelor's or Master's degree in related field or equivalent training/experience
• 7+ years of airline operations experience or relevant experience
• Ability to take initiative to act upon and adapt to a fast-paced environment
• Ability to deliver key corporate messages across all workgroups
• Exhibits strong organizational and time management skills with proven ability to handle multiple projects while meeting deadlines
• Understands the importance of safety, compliance and regulatory standards associated with flight operations
• Ability to work cohesively with collective bargaining units
• Demonstrated collaborative ability across departments, business units, vendors and contractors
• Ability to resolve issues with internal and external customers
• Uses sound business judgment to make key decisions
• Effective conflict resolution skills
• Track record of exceptional supervisory, leadership and motivational skills
• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint, etc.)
• Valid US driver's license
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA)
• Applicable valid driver’s license as required by local authorities, if applicable
• Must be able to secure appropriate airport authority and/or US Customs security badges
• Must successfully complete comprehensive background and/or fingerprint checks to satisfy security requirements and subject to Department of Transportation (DOT) drug and alcohol testing

Nice To Haves

• 4 years in supervisory or management capacity
• Knowledge of managing an operating budget

Responsibilities

• Directs, manages and oversees daily airport operation activities to ensure safe, reliable and efficient service for our passengers and stakeholders
• Assesses and executes appropriate resources to optimize station performance
• Monitors, reviews, and reports station performance
• Establishes relationships through engagement, collaboration and inclusiveness with internal and external stakeholders
• Coordinates closely with local airport authorities and government agencies to ensure organization’s priorities, objectives and concerns are effectively represented
• Manages scheduled, off-scheduled and charter flight operations and meets performance goals
• Acts as liaison between the Company and various organizations
• Evaluates, identifies and recommends process improvement changes for a dynamic operational environment
• Oversees, monitors and controls budget and manages overall financial administration
• Leads, motivates and develops employees to perform in a safe, efficient, productive, professional manner and deliver superior customer service
• Assumes responsibility of employee management – including hiring, conducting performance reviews, administering corrective action, salary administration, training, and career development
• Maintains company standards of safety and security
• Partners with vendors and contractors
• Preserves integrity and ethical values as it relates to audits, compliance and regulatory mandates

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.
• 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: Manager