Manager, Airport Customer Experience Administration - DFW

American Airlines; Austin (TX); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Travel perks

Health benefits

401(k) program

Employee assistance program

Job summary

American Airlines is seeking a senior manager to lead a team of Customer Operations staff focused on staffing, headcount planning and operational excellence at hubs and gateways. You will collaborate with planning, finance, and leadership to design staffing models, oversee bids and leaves, and ensure coverage for peak travel periods.

In this role you will drive cost efficiency, develop automation to reduce workload, and mentor frontline leaders while aligning with labor contracts and company

Qualifications

• Bachelor's degree or Master's degree or equivalent training/experience.
• 5+ years of business, operational, and financial background with manpower planning and staffing bid experience.
• Experience with Hyperion Essbase.

Responsibilities

• Lead a group of Customer Operations staff responsible for staffing at hubs and gateways.
• Collaborate with Manpower Planning (HDQ) and CE Finance to design staffing models and headcount.
• Build agent and bid/leave succession plans and ensure proper staffing coverage.
• Educate front-line leaders on JCBA contract and manage workforce transitions and grievances.

Skills

Staffing modeling

Headcount planning

Budget management

Leadership

Presentation skills

Education

Bachelor's or Master's degree

Tools

Hyperion Essbase

Microsoft Office

Job description

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

Responsible for leading a group of management and support staff responsible for all aspects of Customer Operations staffing. This role is a part of the Hubs & Gateways Team within the Airports group.

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations. 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.

All you'll need for success

Minimum Qualifications- Education & Prior Job ExperienceBachelor's degree / Master's degree or equivalent training/experience5+ 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

Preferred Qualifications- Education & Prior Job ExperienceE xperience with Hyperion Essbase

Skills, Licenses & Certifications

Knowledge of Microsoft Office to include Word, Excel, Outlook, etcAbility to develop, lead and motivate employees as well as work closely with both airport and union leadership teamsAbility to identify opportunities for improvement as well as having prior success in implementing strategic initiativesStrong presentation, organization and planning skillsAbility to develop compelling business casesStrong leadership and interpersonal skillsAbility to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicableApplicable valid driver’s license as required by local authorities, if applicable

What you'll get

Feel free to take advantage of all that American Airlines has to offer:Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.