Manager, Airport Customer Operations

American Airlines Group • Philadelphia, PA

406d

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, enforcing company procedures, and enhancing employee development while ensuring compliance with safety and security protocols.

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.

Responsibilities

• Develops employees and implements methods of maximizing revenue and controlling expenses.
• Oversees day-to-day customer service operations.
• Solicits ideas and 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, ensuring 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.

Benefits

• Travel perks allowing access to 365 destinations on more than 6,800 daily flights.
• Health benefits including health, dental, prescription, and vision coverage from day one.
• Wellness programs providing tools and resources for personal well-being.
• 401(k) program available upon hire with employer contributions after one year.
• 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
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees