Manager, Airport Customer Care at American Airlines Los Angeles, CA

Intro Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family and travel the world, grow your expertise, and become the best version of you. You’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while enjoying a rewarding life. Why you'll love this job This position is part of the Hubs and Gateways Team within the Customer Experience Division. Responsible for managing, developing, and coordinating all customer‑related activities to ensure the highest level of customer satisfaction. Salary range: $95,000 to $130,000. What you'll do Oversee day‑to‑day customer service operations, including ticket counter and gate activity in multiple facilities. Ensure efficient use of resources to meet operational performance targets. Enforce all company and departmental procedures, including safety and security. Review staffing requirements and bid schedules for all employees. Communicate procedural changes to Customer Service Managers and frontline employees to ensure compliance. Monitor and analyze trends to achieve on‑time performance. Mentor and develop employees. Identify areas that require improvement. Develop and implement processes that improve efficiency and productivity. Enhance vendor relations and ensure contractual obligations are performed. Ensure all internal audit requirements are met. Develop an annual expense plan and monitor the budget. Assist with interviews and selection of Customer Service Managers/Customer Service Supervisors. Work rotating shifts, including nights, weekends, and holidays. Complete other duties as required. All you'll need for success Minimum Qualifications – Education & Prior Job Experience Bachelor’s Degree in Business Management or a related field, or equivalent experience/training. Minimum of 3 years’ work experience in Airline Customer Service supervisory roles. Preferred Qualifications – Education & Prior Job Experience N/A Skills, Licenses & Certifications Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.). Excellent analytical skills and proficient use of PC software. Strong leadership and organizational skills. Ability to multitask and manage shifting priorities in a fast‑paced environment. Effective delegation of work assignments and management of large employee groups. Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable. Valid driver’s license, if required by local authorities, if applicable. What you'll get Travel Perks: Access to 365 destinations on over 6,800 daily flights across our global network. Health Benefits: On day one, access to health, dental, prescription, and vision benefits. Wellness Programs: Resources and support to help you stay healthy and balanced. 401(k) Program: Available upon hire with employer contributions after one year. Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more. Feel free to be yourself at American Inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ employee business resource groups connect team members with customers, suppliers, communities, and shareholders to help everyone reach their full potential. EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION POLICY American Airlines maintains a continuing policy of nondiscrimination in employment. We provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination includes, but is not limited to, hiring; upgrading; promotions; demotions; transfers; layoffs; recalls; terminations; rates of pay or other compensation; selection for training, including apprenticeship; and recruitment and advertising. #J-18808-Ljbffr Hong Kong Study Skills Research Institute