Manager, Airport Customer Operations

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 This job is a member of the Hubs and Gateways Team, within the Customer Experience Division. Responsible for the efficient use of resources to ensure operational performance. Ensure enforcement of all company and departmental procedures, including safety and security. What You'll Do Develop employees Implement methods of maximizing revenue and controlling expenses Oversee day-to-day customer service operations Solicit ideas and/or feedback from employees and accept accountability for follow-through Communicate procedural changes to Customer Service Managers, supervisors, and employees and ensure compliance Monitor and measure on-time performance Identify areas/individuals which require improvement; develop and implement methods to increase/improve performance Develop and enhance relationships with vendors, ensuring all parties perform their responsibilities properly Ensure all internal audit requirements are followed and be accountable for compliance Review staffing requirements and schedules for all department employees, ensuring adjustments are made as needed Conduct grievance hearings and serve as a grievance hearing officer as required Interpret the company's policies in a professional and positive manner to all customers Assist Directors with Customer Service Manager interviews and selections Aid/guides the development of Customer Service Managers and supervisory staff Shift work – including nights, weekends, and holidays All you'll need for success - Minimum Qualifications (Education & Prior Job Experience) High School Degree or GED equivalent 3 years' airline supervisory experience 3 years' airport operations experience Preferred Qualifications (Education & Prior Job Experience) Proven experience in baggage handling, baggage systems, and MBR improvement Experience working in/on or with airport ramps Skills, Licenses & Certifications Possess a valid US Driver's License Must be self-motivated and detail oriented, team player Able to perform in a fast paced environment while maintaining a professional and effective approach to high stress situations 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: 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 health, dental, prescription and vision benefits. We also offer virtual doctor visits, flexible spending accounts and more. Wellness Programs: Our wellness programs provide tools, resources and support to help you be the best version of yourself. 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: 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+ Employee Business Resource Groups connect team members to customers, suppliers, communities and shareholders, helping team members reach their full potential and create 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 while caring for people on life’s journey? Feel free to be yourself at American. #J-18808-Ljbffr American Airlines