Manager, Airport Customer Care

Why You'll Love This Job

This job is a member of the Hubs and Gateways Team, within the Customer Experience Division. Responsible for managing, developing, and coordinating all customer related activities ensuring the highest level of customer satisfaction and experience.

What You'll Do

• Oversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilities
• Ensures efficient use of resources to achieve operational performance targets
• Enforces all company and departmental procedures including safety and security
• Reviews staffing requirements and bid schedules for all employees
• Communicates procedural changes to Customer Service Managers and frontline employees ensuring compliance
• Makes sure to monitor and analyze trends to achieve on time performance
• Mentors and develops employees
• Identifies areas which require improvement
• Develops and implements processes to achieve improved efficiency and productivity
• Enhances vendor relations and ensures contractual obligations are performed
• Makes sure all internal audit requirements are in compliance
• Develops an annual expense plan and monitors the budget
• Aids with interviews and selection of CSMs/Customer Service Supervisors
• Completes other duties as required

Minimum Qualifications

• Education & Prior Job Experience: Bachelor’s Degree in Business Management or relevant field or equivalent experience/training
• 3 years’ work experience in Airline Customer Service supervisory

Preferred Qualifications

• Education & Prior Job Experience: N/A

Skills, Licenses & Certifications

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Excellent analytical skills and proficient use of PC related software
• Strong leadership and organizational skills
• Ability to multi-task and handle shifting priorities within a fast-paced, dynamic work environment and can tolerate high stress situations
• Ability to effectively delegate work assignments and manage large groups of employees
• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable

What You'll Get

• 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

Feel free to take advantage of all that American Airlines has to offer: Travel Perks, Health Benefits, Wellness Programs, 401(k) Program, Additional Benefits, and more. 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.