Manager, Airport Customer Care (Philadelphia, PA, US)

American Airlines • Philadelphia, PA

76d

About The Position

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. 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.

Requirements

• Bachelor's Degree in Business Management or relevant field or equivalent experience/training
• 3 years' work experience in Airline Customer Service supervisory
• 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 skills
• Ability to multi-task and handle shifting priorities within a fast-paced, dynamic work environment and can tolerate high stress situations
• Ability to effectively delegate work assignments and manage large groups of employees

Responsibilities

• Oversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilities
• Directly leads and supports a large group of Customer Service Managers/ Customer Service Coordinators
• Ensures efficient use of resources to achieve operational performance targets
• Enforces all company and departmental procedures including safety and security
• Reviews staffing requirements and bid schedules for all employees
• Communicates procedural changes to Customer Service Managers and frontline employees ensuring compliance
• Monitors and analyzes trends to achieve on time performance
• Mentors and develops employees
• Identifies areas which require improvement
• Develops and implements processes to achieve improved efficiency and productivity
• Enhances vendor relations and ensures contractual obligations are performed
• Ensures all internal audit requirements are in compliance
• Develops an annual expense plan and monitors the budget
• Assists with interviews and selection of Customer Service Managers/Customer Service Coordinators
• Ability to work rotating shifts including nights, weekends and holidays
• Complete other duties as required

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: Access to health, dental, prescription and vision benefits from day one.
• Wellness Programs: Programs providing tools, resources and support for personal well-being.
• 401(k) Program: Available upon hire with employer contributions after one year.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Air Transportation
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees