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American Airlines Group - Philadelphia, PA

posted 2 months ago

Full-time - Mid Level
Philadelphia, PA
Air Transportation

About the position

The Manager of Airport Customer Operations at American Airlines is responsible for overseeing the efficient use of resources to ensure operational performance within the Customer Experience Division. This role involves managing day-to-day customer service operations, developing employees, and ensuring compliance with company procedures, including safety and security protocols. The position requires strong leadership skills to enhance performance and foster positive relationships with vendors and staff.

Responsibilities

  • Develops employees
  • Implements methods of maximizing revenue and controlling expenses
  • Oversees day to day customer service operations
  • Solicits ideas and/or feedback from employees and accepts accountability for follow-through
  • Communicates procedural changes to Customer Service Managers, supervisors and employees and ensures compliance
  • Monitors and measures on time performance
  • Identifies areas/individuals which require improvement; develops and implements methods to increase/improve performance
  • Develops and enhances the work relationship with vendors, ensuring all parties perform their responsibilities properly
  • Ensures all internal audit requirements are followed and accountable for compliance
  • Reviews staffing requirements and schedules for all department employees, ensures adjustments are made as needed
  • Conducts grievance hearings and serves as a grievance hearing officer as required
  • Interprets the company's policies in a professional and positive manner to all customers
  • Assists Directors with Customer Service Manager interviews and selections
  • Aids/guides the development of Customer Service Managers and supervisory staff
  • Shift work-including nights, weekends and holidays

Requirements

  • High School Degree or GED equivalent
  • 3 years' airline supervisory experience
  • 3 years' airport operations experience
  • Possess a valid US Driver's License
  • Must be self-motivated and detail oriented, team player
  • Able to perform in a fast paced environment while maintaining a professional and effective approach to high stress situations

Benefits

  • Travel Perks: Access to 365 destinations on more than 6,800 daily flights
  • Health Benefits: Health, dental, prescription and vision benefits from day one
  • Wellness Programs: Tools and resources for personal well-being
  • 401(k) Program: Available upon hire with employer contributions after one year
  • Employee Assistance Program
  • Pet insurance
  • Discounts on hotels, cars, cruises and more
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