Manager, Customer Service-IOC Operations

Manager, Customer Service-IOC Operations

The Manager, Customer Service IOC Operations plays a critical leadership role within the Customer Delivery organization at the Integrated Operations Center, helping shape how American Airlines delivers for customers and supports team members during the moments that matter most. In this role, you will lead through collaboration, influence, and operational excellence--partnering across teams to elevate the customer experience, support frontline decision-making, and drive alignment across the operation. You will also help foster an inclusive, high-performing culture on the IOC floor by developing people, strengthening teamwork, and creating an environment where team members feel supported, valued, and empowered to make an impact.

Provides sound hands-on leadership to achieve business objectives, ensure optimal performance, and devotion to service standards. Sets specific objectives and key performance measures. Ensures a high performance environment. Demonstrates appropriate and positive energy, judgment in decision making, appropriate communication methods, and employee support. Analyzes department's data effectively with focus on optimization and efficiency. Ensures outstanding contribution is achieved by specialists and management staff. Identifies improvement opportunities in processes and people. Creates and oversees implementations and planning or planned efforts. Provides guidance, counseling, training, coaching and administers corrective action in a fair and consistent manner adhering to company code of Ethics and standards. Facilitates employee development by utilizing creative coaching techniques, performance plans, skill assessments to improve overall department productivity. Develops effective employee appreciation, recognition methods, and create a happy work space. Sustains a strong commitment to effective communication, informative and excellent culture that focuses on customer needs and expectations. Partners with leaders and colleagues across organizations promoting collaboration and positive outcomes. Ensures proper understanding and application of company and department policies, procedures, employee relationship protocols, and expectations. Creates, maintains, and embraces a highly positive work environment that empowers, respects and rewards excellence in customer service and recovery while promoting diversity, inclusion and transparency. Leads or develops effective schedule, hiring and selection processes. Leads and participates staff meetings, daily briefings and process improvement task forces. Ability to work varied hours, including nights, weekends and holidays. Ability to travel on occasions, including overnight travel.

Minimum Qualifications- Education & Prior Job Experience Bachelor's degree in relevant field or equivalent experience/training 5 years of supervisory/managerial experience Preferred Qualifications- Education & Prior Job Experience Strong presentation skills and Project management skills Aviation Customer Experience Skills, Licenses & Certifications Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc. Knowledge of performance reporting, demonstration of date, department statistics, and development of professional presentations Outstanding organizational, time management, creative thinking, and problem-solving skills Excellent interpersonal skills Ability to train, develop, and motivate Ability to energetically lead highly engaged employees in a complex and constant changing environment Ability to effectively adopt to changes, embrace new ideas and motivate teams Ability to prioritize, meet deadlines consistently, and concurrently handle multiple tasks effectively Ability to analyze and interpret complex documents and processes Ability to resolve difficult personnel and administrative issues

Feel free to take advantage of all that American Airlines has to offer: 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. 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.