Lead, Customer Care Training Delivery

Location: DFW Headquarters Building 8 (DFW-SV08)
Additional Locations: None
Requisition ID: 68406
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

• Opportunity to lead and develop a team of corporate Customer Care instructors
• This role is a part of the Customer Care Training Delivery team within our Airport Readiness group
• Direct oversight of the successful delivery of instructor led training (ILT) programs and associated activities for Customer Care Training at the American Airlines Skyview 5 Training Center

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.

• Leads, mentors, and develops instructors, supporting their success in the role and their growth at American
• Manages instructor team member schedules to ensure training needs are efficiently met for all domestichubs and field stations
• Assists and supports department leader in a collaborative and developmental manner
• Manages the successful execution of ILT and virtual instructor led (VILT) training delivery
• Ensures that station requests for training needs are appropriately prioritized and met
• Ensures feedback from instructors and students are collected and communicated to curriculum specialist
• Identifies and prioritizes all Customer Care course offerings
• Partners with Skyview 5 (SV5) and Skyview 6 (SV6) management to ensure operational efficiency whilemaintaining a professional learning environment

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

• 3+ years of relevant experience
• Bachelor'sDegree or equivalent experience/training
• Ability to travel to other locations as required
• Collaborate and attend meetings at both Skyview 5 (SV5) and Skyview 8 (SV8)

Preferred Qualifications- Education & Prior Job Experience

• Airport Customer Care knowledge and hands-on experience
• Previous experience leading and developing teams

Skills, Licenses & Certifications

• Intermediate or better proficiency in MS Suite, particularly; Excel, PowerPoint, Word, SharePoint
• Must have outstanding organizational, prioritization, and multi-tasking skills; must be detail-oriented
• Must be a kind and caring team member who has demonstrated success in leading people
• Must be a strong collaborator who can effectively drive for results and independently solve problems

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
• 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.
• 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.

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: 68406