Duty Manager, Airport Customer Experience Administration

Duty Manager, Airport Customer Experience Administration

This job is a member of the Customer Experience administration team within the Customer Experience Division. Responsible for leading a group of management and support staff responsible for but not limited to lost time, agent/clerk staffing, payroll, training and team support.

What you'll do:

• Facilitates station training needs with recurrent, ad hoc and system training initiatives
• Oversees the agent/clerk requirements for offering overtime, in-station and system transfers in order to support operational needs
• Works in connection with local Management (Customer Care and Customer Operations), Station Services and Workforce Planning to maintain budgeted physical headcount
• Oversees New hire, transfer, and termination system execution (Oracle, SHARP, Station Resources)
• Oversight of vendor partner performance
• Develops, processes, and manages 3-5 main schedule bids per year
• Oversees supplies management, invoicing & fueling responsibilities

All you'll need for success:

Minimum Qualifications:

• 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:

• N/A

Skills, Licenses & Certifications:

• Ability to lead and motivate employees and work closely with both the Hub/Gateway and the union leadership teams
• Ability to have exceptional organization and planning skills, with attention to detail
• Ability to 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
• Ability to have 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: Reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: Access to health, dental, prescription and vision benefits on day one, plus virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: Tools, resources and support to help you be the best version of yourself.
• 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.

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines.