Duty Manager, Airport Customer Experience

This job is a member of the Customer Experience administration team within the Customer Experience Division.

What You'll Do

• Facilitates station training needs with recurrent, ad hoc and system training initiatives
• Oversees station trainers and ensures all training deadlines are met
• Maintain strong operational knowledge of both Customer Care and Customer Operations responsibilities, including de-icing
• Helps plan and develop local safety initiatives with station leadership to deliver to the frontline team
• Helps to drive safety initiatives by developing and leading training sessions focused on safety and compliance
• Analyzes safety data to track trends and implement corrective actions
• Holds team accountable to policies and procedures

All you'll need for success

• Minimum Qualifications
• Education & Prior Job Experience
• Bachelor’s Degree in related field or equivalent experience and/or training
• 2 years of airport operational background with experience in assessing manpower needs, administering bids, with a good understanding of staffing models
• Preferred Qualifications
• Education & Prior Job Experience
• N/A
• Skills, Licenses & Certifications
• Ability to lead and motivate employees and work closely with both the Hub/Gateway and the union leadership teams
• Exceptional organization and planning skills, with attention to detail
• Identify opportunities for improvement as well as proven success implementing strategic initiatives under time constraints
• Ability to digest complex fact scenarios and develop compelling business cases to support your position
• Knowledge of presentation and communication skills - direct and persuasive as well as diplomatic
• Outstanding leadership and interpersonal skills
• Knowledge in Microsoft Excel, Outlook, PowerPoint and Word
• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Applicable 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
• Health Benefits
• Wellness Programs
• 401(k) Program
• Additional Benefits

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?