Manager, Performance Assurance Ground Operations and Cargo

American Airlines • Dallas, TX

4d

About The Position

This job is a member of the Airport Readiness organization within the Customer and Operational Excellence Division. Responsible for guiding the strategic direction of the Performance Assurance team, leading a team of analysts to ensure that our operation adheres to policies and procedures effectively, efficiently, and in ways that drive team member engagement. While leading a team, you will help develop and refine performance observations, extract and analyze data from those observations and guide new engagement strategies as well as supporting special projects and providing change management support on key airport initiatives. Additionally, the role is responsible for leading the professional development of the team, ensuring they are using proven methodologies and technologies and staying abreast of industry changes.

Requirements

• Bachelor's degree or equivalent experience
• 5+ years of analytical experience (airport or cargo operational support), with demonstrated ability to develop and manage reporting and data analytics to accomplish project objectives or relevant experience
• Proven ability to lead a team which may include analysts who don’t reside at SV8
• Proven analytical skills with the ability to gather, conduct and evaluate data/metrics, identify improvement areas and develop clear solutions
• Proficient in project planning and management and use of MS Copilot/AI
• Ability to develop reports and presentations that are clear, concise and convincing to key stakeholders/leaders
• Exceptional organizational skills and proven ability to handle multiple projects with minimal supervision
• Ability to effectively communicate with all levels of the organization both verbally and in writing
• Highly approachable and professional always
• Proficient in Microsoft (all applications, including Teams)

Nice To Haves

• Master’s degree
• Experience with reporting tools such as Tableau or Power BI
• Experience with leveraging AI to drive insights and improve performance assurance processes

Responsibilities

• Supports more than 30,000 frontline team members and leaders in a diverse range of roles across airport customer service, ground operations and cargo
• Establish and communicate team strategies, goals, expectations, and standards
• Work with other Training groups to assess training needs and meet the needs of the business, developing implementation strategies that include measuring and evaluating learning solutions to improve frontline performance
• Determine project priority (i.e., what will be worked on immediately, what will be deferred and what will not be worked on)
• Allocate work assignments among team members according to availability, project scope, and requested launch date
• Collaborate with other groups to streamline processes and structure to improve our efficiency
• Develop team members by setting goals, defining standards, facilitating employee development, and conducting one-on-one coaching and mentoring
• Explore and expand automation tools, reporting and resources.
• Collaborate across diverse groups to identify new focus areas.
• Maintain detailed station performance assurance review schedule based on emerging trends and risks within the business
• Lead a team of geographically diverse individuals

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