Airport Operations Lead - Customer Experience

American Airlines; New York (NY); On-site; USD 98,000 - 134,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines is seeking a senior supervisor to lead the Hubs and Gateways Team within Customer Experience at LaGuardia. The role focuses on resource utilization, policy enforcement, and overseeing day-to-day client service operations, including shift work, nights, weekends, and holidays.

Minimum qualifications include a high school diploma or GED, plus 3 years airline supervisory experience and 3 years airport operations experience.

Qualifications

• High School Diploma or GED equivalent.
• 3 years' airline supervisory experience.
• 3 years' airport operations experience.
• Ability to fulfill FAA background checks for SIDA access, if applicable.
• Valid US Driver's License.

Responsibilities

• Develops employees.
• Implements methods of maximizing revenue and controlling expenses.
• Oversees day to day customer service operations.
• Solicits ideas and/or feedback from employees and accepts accountability for follow-through.
• Communicates procedural changes to Customer Service Managers, supervisors and employees and ensures compliance.
• Monitors and measures on time performance.
• Identifies areas/individuals which require improvement; develops and implements methods to increase/improve performance.
• Develops and enhances the work relationship with vendors, ensuring all parties perform their responsibilities properly.
• Ensures all internal audit requirements are followed and accountable for compliance.
• Reviews staffing requirements and schedules for all department employees, ensures adjustments are made as needed.
• Conducts grievance hearings and serves as a grievance hearing officer as required.
• Interprets the company's policies in a professional and positive manner to all customers.
• Assists Directors with Customer Service Manager interviews and selections.
• Aids/guides the development of Customer Service Managers and supervisory staff.
• Shift work-including nights, weekends and holidays.

Skills

Team player

Detail oriented

Fast paced environment

FAA background checks

U.S. Driver's License

Education

High School Diploma or GED

Job description

American Airlines is seeking a senior supervisor to lead the Hubs and Gateways Team within Customer Experience at LaGuardia. The role focuses on resource utilization, policy enforcement, and overseeing day-to-day client service operations, including shift work, nights, weekends, and holidays.

Minimum qualifications include a high school diploma or GED, plus 3 years airline supervisory experience and 3 years airport operations experience.