Airport Customer Experience Operations Lead

American Airlines

Austin (TX)

On-site

USD 95,000 - 140,000

Full time

8 days ago

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Benefits offered by this job

Travel perks

Health benefits

401(k) program

Employee assistance program

Job summary

American Airlines is seeking a senior manager to lead a team of Customer Operations staff focused on staffing, headcount planning and operational excellence at hubs and gateways. You will collaborate with planning, finance, and leadership to design staffing models, oversee bids and leaves, and ensure coverage for peak travel periods.

In this role you will drive cost efficiency, develop automation to reduce workload, and mentor frontline leaders while aligning with labor contracts and company

Qualifications

Bachelor's degree or Master's degree or equivalent training/experience.
5+ years of business, operational, and financial background with manpower planning and staffing bid experience.
Experience with Hyperion Essbase.

Responsibilities

Lead a group of Customer Operations staff responsible for staffing at hubs and gateways.
Collaborate with Manpower Planning (HDQ) and CE Finance to design staffing models and headcount.
Build agent and bid/leave succession plans and ensure proper staffing coverage.
Educate front-line leaders on JCBA contract and manage workforce transitions and grievances.

Skills

Staffing modeling

Headcount planning

Budget management

Leadership

Presentation skills

Education

Bachelor's or Master's degree

Tools

Hyperion Essbase

Microsoft Office

Job description

In this role you will drive cost efficiency, develop automation to reduce workload, and mentor frontline leaders while aligning with labor contracts and company

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