Manager, Airport Customer Operations - DFW

Manager, Airport Customer Operations - DFW

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:

• Develops employees
• Implements methods of maximizing revenue and controlling expenses
• Oversees day to day customer service operations
• Solicits ideas and/or feedback from employees and accepts accountability for follow-through
• Communicates procedural changes to Customer Service Managers, supervisors and employees and ensures compliance
• Monitors and measures on time performance
• Identifies areas/individuals which require improvement; develops and implements methods to increase/improve performance
• Develops and enhances the work relationship with vendors, ensuring all parties perform their responsibilities properly
• Ensures all internal audit requirements are followed and accountable for compliance
• Reviews staffing requirements and schedules for all department employees, ensures adjustments are made as needed
• Conducts grievance hearings and serves as a grievance hearing officer as required
• Interprets the company's policies in a professional and positive manner to all customers
• Assists Directors with Customer Service Manager interviews and selections
• Aids/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:

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

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.