Airport Customer Experience Ops Manager

American Airlines; Fort Worth (TX); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k)

Employee discounts

Job summary

American Airlines in Fort Worth, TX, is seeking a seasoned Operations Staffing Manager to lead a team responsible for all aspects of Customer Operations staffing. You will partner with planning and finance to align headcount, build shift bids, and guide front-line leaders through contractual changes.

Ideal candidates have a Bachelor’s or Master’s degree, 5+ years in business/operations/finance, and strong leadership, budgeting and communication skills. Experience with labor agreements is a plus.

Qualifications

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

Responsibilities

• Partners with Manpower Planning (HDQ) and CE Finance to make sure that airport has the proper staffing models and headcount levels approved.
• Works with the admin team to build the Agent and CAR shift and vacation bids.
• Ability to learn the new JCBA contract and be a subject matter expert for educating the front line leaders and maintaining strategic conversations including grievance forums.
• Maintains budgeted headcount to support the customer service operation by overseeing the agent in-classification and out-of-classification transfers and new-hire process.
• Works with the Customer Service management team, local training department, FSU and Talent Services for filling vacancies.
• Manages the agent overtime office for offering overtime and part‑time extensions to support operational needs.
• Ensures staffing is sufficient to meet seasonal needs, holidays and "flex flying".
• Creates opportunities to reduce costs during slower seasons as well as reduced flying days.
• Works to develop new automated tools to reduce the workload or to advance the organization and make smarter decisions not only impacting the operation but also enhancing the employee experience

Skills

Leadership

Strategic planning

Communication

Problem solving

Education

Bachelor's or Master's degree

Tools

Hyperion Essbase

Job description

American Airlines in Fort Worth, TX, is seeking a seasoned Operations Staffing Manager to lead a team responsible for all aspects of Customer Operations staffing. You will partner with planning and finance to align headcount, build shift bids, and guide front-line leaders through contractual changes.

Ideal candidates have a Bachelor’s or Master’s degree, 5+ years in business/operations/finance, and strong leadership, budgeting and communication skills. Experience with labor agreements is a plus.