Airport Customer Experience Operations Manager

American Airlines Inc.

Philadelphia (Philadelphia County)

On-site

USD 90,000 - 130,000

Full time

11 hours ago

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Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) plan

Additional benefits

Job summary

American Airlines Inc. is seeking a Manager for Airport Customer Experience Administration at the Philadelphia area. You will lead a team responsible for staffing, budgeting, and workforce strategy to support customer operations at PHL.

You will partner with HR, finance, and operations to optimize headcount, bid processes, and seasonal coverage while driving initiatives that improve the employee experience and operational efficiency.

Qualifications

Bachelor's or Master's degree or equivalent training/experience.
5+ years of business, operational, and financial background with manpower planning and staffing experience.
Experience with Hyperion Essbase is preferred.
Experience managing multiple labor agreements is a plus.

Responsibilities

Plan staffing with Manpower Planning and CE Finance to confirm approved headcount.
Coordinate agent and CAR shift and vacation bids with the admin team.
Learn JCBA contract and train front line leaders on it.
Oversee in-classification and out-of-classification transfers and new-hire processes.
Collaborate with Customer Service management, local training, and Talent Services to fill vacancies.
Manage the agent overtime office for overtime and part-time extensions.
Ensure staffing meets seasonal needs, holidays, and flex flying.
Identify cost-reduction opportunities during slow seasons and reduced flying days.
Develop automated tools to reduce workload and improve decision-making.