Airport Customer Experience Leader

MSP Airport; Minneapolis (MN); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k)

Other benefits

Job summary

American Airlines is seeking a leader for the Hubs & Gateways/Stations Team within the Customer Experience Division. You will lead, engage, coach and develop front-line team members to ensure a safe, reliable operation while delivering an elevated customer experience.

You will drive operational excellence, build a supportive environment, ensure compliance with DOT/FAA rules, mentor staff, and collaborate across departments to meet scorecard metrics.

Qualifications

• High School diploma or GED equivalency.
• 2 years experience leading others.
• Knowledge of company policies and procedures and functional automation applications.

Responsibilities

• Drives operational excellence.
• Creates an environment that cares for frontline team members and celebrates the team successes.
• Leads airport team to perform their work safely and in compliance with DOT, FAA and other government agencies.
• Provides frontline team exceptional support through a variety of mechanisms to deliver superior customer service.
• Coaches and mentors frontline team members in skill development and company culture behaviors.
• Promotes an environment of mutual respect and trust between frontline team members.
• Establishes and promotes relationships with internal and external customers to foster compassion, integrity, respect and dignity.
• Provides direction and support structure using resources to enable high performance.
• Assesses operational environment to meet scorecard metrics through cross-department collaboration.
• Ability to work extra hours when there are operational needs.
• Ability to work rotating shifts including weekends, holidays and days-off.

Skills

Employee engagement

Active listening

Critical thinking

Team collaboration

Time management

Microsoft Office

Education

High School diploma or GED equivalency

Tools

Microsoft Office Suite

Job description

American Airlines is seeking a leader for the Hubs & Gateways/Stations Team within the Customer Experience Division. You will lead, engage, coach and develop front-line team members to ensure a safe, reliable operation while delivering an elevated customer experience.

You will drive operational excellence, build a supportive environment, ensure compliance with DOT/FAA rules, mentor staff, and collaborate across departments to meet scorecard metrics.