Director, Customer Care Jobs

Location: Charlotte/Douglas Intl Apt (CLT-TRML)
Additional Locations: None
Requisition ID: 67003
This job will continue to be posted until at least 5/7/2023. 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
As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Oversees all facets of outstanding customer service delivery throughout the operating day
• 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
• Oversees and manages departmental budget and cost control, including forecasting, in order to ensure accuracy and accountability for overall resource management
• Establishes and maintains open communication and a collaborative relationship with all levels of union leadership
• 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
• Leads the overall Air-side operations of the customer care group at CLT, including customer experience, departure dependability, baggage handling performance, and international arrivals
• Seeks opportunities for continuous improvement; provides recommendations and implements initiatives to increase revenue, reduce cost, gain efficiencies, and improve customer service and employee experience
• Optimizes trained manpower, equipment, facilities, and funds for Customer Care
• Monitors and develops performance metrics to enhance sustainable delivery of customer care goals

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

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

Preferred Qualifications- Education & Prior Job Experience

• Understanding of manpower systems currently in use
• Experience with airline industry collective bargaining agreements
• Experience implementing procedures and ensuring consistent service delivery
• Experience in the application of budgetary knowledge to drive business results

Skills, Licenses & Certifications

• Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups
• Ability to advocate and manage change
• Caring – We care about all team members
• Ability to coach, mentor, and serve as a role model for all team members
• Results – We drive to be the best
• Ability and willingness to remain current with industry practices and developments
• Ability to build and facilitate relationships at all levels of the organization, both internally and externally
• Excellent project management skills
• Collaboration – We succeed as a team
• Development – We build future leaders
• Proficient with Microsoft Office software
• Ability to effectively communicate with all levels within the organization, both verbally and written
• Ability to think strategically and use sound judgment and initiative in making decisions
• Ability to work a varied schedule
• Ability to productively and proactively adjust to dynamic situations
• Future – We continually challenge the status quo
• Believes in and promotes the American Airlines five leadership attributes:
• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills

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

• 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.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises 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.
• 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.
• 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: 67003