Manager, Airport Customer Experience Administration

Fly.AA • Charlotte, NC

11d

About The Position

Are you ready to explore a world of possibilities, both at work and during your time off? 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. Feel free to enrich both your personal and work life and hop on board! Responsible for leading a group of management and support staff responsible for all aspects of Customer Operations staffing. This role is a part of the Hubs & Gateways Team within the Airports group.

Requirements

• Bachelor's degree / Master's degree or equivalent training/experience
• 5+ years of business, operational, and financial background with experience in assessing manpower needs, administering bids, along with a good understanding of staffing models or relevant experience
• Knowledge of Microsoft Office to include Word, Excel, Outlook, etc
• Ability to develop, lead and motivate employees as well as work closely with both airport and union leadership teams
• Ability to identify opportunities for improvement as well as having prior success in implementing strategic initiatives
• Strong presentation, organization and planning skills
• Ability to develop compelling business cases
• Strong leadership and interpersonal skills
• 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

• Experience with Hyperion Essbase
• Experience managing multiple labor agreements

Responsibilities

• Partners with Manpower Planning (HDQ) and CE Finance to make sure that airport has the proper staffing models and headcount levels approved
• Works with the admin team to build the Agent and CAR shift and vacation bids
• Ability to learn the new JCBA contract and be a subject matter expert for educating the front line leaders and maintaining strategic conversations including grievance forums
• Maintains budgeted headcount to support the customer service operation by overseeing the agent in-classification and out-of-classification transfers and new-hire process
• Works with the Customer Service management team, local training department, FSU and Talent Services for filling vacancies
• Manages the agent overtime office for offering overtime and part-time extensions to support operational needs
• Ensures staffing is sufficient to meet seasonal needs, holidays and “flex flying”
• Creates opportunities to reduce costs during slower seasons as well as reduced flying days
• Works to develop new automated tools to reduce the workload or to advance the organization and make smarter decisions not only impacting the operation but also enhancing the employee experience

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