Airport Customer Experience Operations Lead

American Airlines; Dallas (TX); Vor Ort; USD 90.000 - 125.000; Vollzeit

Benefits dieser Stelle

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts

Zusammenfassung

American Airlines is seeking a Manager, Airport Customer Experience Administration at DFW to lead staffing for Customer Operations, balancing budgets and headcount with seasonal needs. You will collaborate with the HDQ planning and finance teams to ensure accurate staffing models, while guiding front-line leaders and enhancing the employee experience across the hub.

You will oversee overtime management, shifts, and bid processes, develop new tools, and partner with training and labor leadership

Qualifikationen

• Bachelor's or Master's degree or equivalent training/experience.
• 5+ years in business, operational, and financial background with experience in assessing manpower needs, administering bids, along with a good understanding of staffing models or relevant experience.
• Experience with manpower planning and staffing models.

Aufgaben

• Partners with Manpower Planning (HDQ) and CE Finance to ensure proper staffing models and headcount levels.
• Works with the admin team to build the Agent and CAR shift and vacation bids.
• Learn the JCBA contract and educate front line leaders while maintaining strategic conversations including grievance forums.
• Maintains budgeted headcount to support the customer service operation by overseeing transfers and new-hire processes.
• Works with Customer Service management, local training, FSU and Talent Services for filling vacancies.
• Manages the agent overtime office for overtime and part-time extensions.
• Ensures staffing is sufficient to meet seasonal needs, holidays and flex flying.
• Creates opportunities to reduce costs during slower seasons and reduced flying days.
• Develops new automated tools to reduce workload and enhance employee experience.

Kenntnisse

Staff management

Budgeting

Forecasting headcount

Leadership

Communication

Ausbildung

Bachelor's degree / Master's degree or equivalent training/experience

Tools

Microsoft Office

Excel

PowerPoint

Jobbeschreibung

American Airlines is seeking a Manager, Airport Customer Experience Administration at DFW to lead staffing for Customer Operations, balancing budgets and headcount with seasonal needs. You will collaborate with the HDQ planning and finance teams to ensure accurate staffing models, while guiding front-line leaders and enhancing the employee experience across the hub.

You will oversee overtime management, shifts, and bid processes, develop new tools, and partner with training and labor leadership