Manager, Airport Customer Care (Los Angeles, CA, US)

American Airlines • Los Angeles, CA

54d

About The Position

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
• 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

Nice To Haves

• N/A

Responsibilities

• Oversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilities
• 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 CSMs/Customer Service Supervisors
• Ability to work rotating shifts including nights, weekends and holidays
• Complete other duties as required

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
• Industry: Air Transportation
• Number of Employees: 5,001-10,000 employees