Airport Operations & Customer Experience Leader

American Airlines; Fort Worth (TX); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Employee discounts

Job summary

American Airlines is seeking a Senior Manager of Customer Operations at the Airport to lead a team of operational leaders and coordinate all phases of airport operations. You will partner with Customer Care, Facilities and Hub Control Center to drive improvements and ensure on-time performance while delivering exceptional customer experiences.

In this role, you will develop programs, analyze data, manage budgets and headcounts, and foster collaboration across multiple workgroups to meet

Qualifications

• Bachelor's degree or equivalent work experience/training.
• Thorough understanding of the budget process, headcount and staffing.
• Demonstrated proficiency in identifying areas for improvement in a large-scale operation, and ability to advocate and manage change.
• Prior experience in the application of budgetary knowledge to drive business results operational background in a leadership role.

Responsibilities

• Leads and develops a team of operational leaders including but not limited to daily oversight, counseling, performance reviews and training.
• Plans, leads and coordinates all phases of Customer Operations at Airport.
• Collaborates with other department leaders such as Customer Care, Facilities, and Hub Control Center, as well as AA's local business partners.
• Engages with frontline employees as an advocate of our team members and forward looking initiatives, and creating inclusive opportunities to bring teams and people together.
• Evaluates, recommends and implements new processes to improve performance impacting industry critical KPI's; Increase efficiency of relevant processes and resource utilization to maximize performance improvements.
• Analyzes data from multiple sources and identifies needs and opportunities for improvements to mitigate failures.
• Responsible for oversight and leading program development regarding technology and tools associated with baggage process.
• Operational responsibilities include but not limited to departure dependability, baggage handling performance, customer experience, budget and adhoc analysis.
• Interfaces and collaborates with frontline employees, Customer Care, Aircraft Maintenance, Regional Operations, Facilities, Tower Operations, Premium Service, Flight, Flight Service, Sales, etc
• Develops and directs service programs to ensure optimum product delivery in customer service quality and departure dependability
• Optimizes manpower, equipment, facilities and funds for Customer Operations
• Demonstrates and cultivates collaborative relationships across all work groups and teams
• Establishes workable set of quality controls, regulatory agencies, other stations and staff groups
• Monitors and develops performance metrics to enhance sustainable delivery of customer operations goals

Skills

Team leadership

Strategic thinking

Data analysis

Budgeting

Stakeholder management

FAA background check

Education

Bachelor's degree

Bachelor's degree or equivalent

Job description

American Airlines is seeking a Senior Manager of Customer Operations at the Airport to lead a team of operational leaders and coordinate all phases of airport operations. You will partner with Customer Care, Facilities and Hub Control Center to drive improvements and ensure on-time performance while delivering exceptional customer experiences.

In this role, you will develop programs, analyze data, manage budgets and headcounts, and foster collaboration across multiple workgroups to meet