Director, Customer Care Jobs

Location: DFW Intl Apt (DFW-TRML)
Additional Locations: None
Requisition ID: 68328
This job will continue to be posted until at least 7/24/23. If interested, please apply prior to this date.
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
The Director, Customer Care provides overall leadership to the Customer Care organization, develops clearly defined strategies to make the station best in class, and strengthens the culture of inclusion, diversity, and development for team members across the organization.
What You'll Do

• Ensures AA remains in compliance with all governmental requirements, e.g. OSHA, TSA, FAA, and Department of Transportation, through the development and implementation of procedures
• Demonstrates and cultivates collaborative relationships across all work groups and teams
• Coordinates the overall daily activities pertaining to AA and partners with departments throughout the airport environment, both internal and external, to promote peak operating efficiency of airline operation
• Monitors and develops performance metrics to enhance sustainable delivery of customer care goals
• Seeks opportunities for continuous improvement; provides recommendations and implements initiatives to increase revenue, reduce cost, gain efficiencies, and improve customer service and employee experience
• Establishes and maintains open communication and a collaborative relationship with all levels of union leadership
• Leads the overall operations of the customer care group at DFW, including customer experience, departure dependability, baggage handling performance, and international arrivals
• Leads, supports, and develops a large team of managers through coaching and mentoring, as well as providing career growth opportunities
• Optimizes trained manpower, equipment, facilities, and funds for Customer Care
• Oversees all facets of outstanding customer service delivery throughout the operating day
• Oversees and manages departmental budget and cost control, including forecasting, in order to ensure accuracy and accountability for overall resource management

All you'll need for success
Minimum Qualifications- Education & Prior Job Experience

• Demonstrates the highest level of ethics and integrity
• 3 years of experience managing a unionized frontline workgroup
• 7 years of leadership experience managing cross-departmental teams
• Bachelor’s degree or equivalent work experience
• Experience in Customer Care/Passenger Service at a large airport or hub required

Preferred Qualifications- Education & Prior Job Experience

• N/A

Skills, Licenses & Certifications

• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to build and facilitate relationships at all levels of the organization, both internally and externally
• Development – We build future leaders
• Ability and willingness to advocate for and manage change, while productively and proactively guiding the team to accept and adapt to dynamic situations
• Ability to think strategically and use sound judgment and initiative in making decisions
• Future – We continually challenge the status quo
• Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups
• Caring – We care about all team members
• Ability to creatively seek opportunities that will improve the way that things are done, embrace and initiate change, and positively challenge established work practices for the benefit of the organization and customers
• Collaboration – We succeed as a team
• Experience with airline industry collective bargaining agreements
• Believes in and promotes the American Airlines five leadership attributes:
• Ability to effectively communicate with all levels within the organization, both verbally and written
• Experience implementing procedures and ensuring consistent service delivery
• Ability to work nights and weekends, as well as a varied schedule, depending on the needs of the operation
• Proficient with Microsoft Office software
• Results – We drive to be the best
• Ability and willingness to remain current with industry practices and developments
• Ability to create and sustain a culture that encourages self-development, growth, and performance excellence
• Excellent project management skills
• Ability to coach, mentor, and serve as a role model for all team members
• Understanding of manpower systems currently in use
• Experience in the application of budgetary knowledge to drive business results

What You'll Get
Feel free to take advantage of all that American Airlines has to offer:

• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
• 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.
• 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.
• 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.

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 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.
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 as we care for people on life’s journey? Feel free to be yourself at American.
Additional Locations: None
Requisition ID: 68328