Md, Customer Care Jobs

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 Managing Director of Customer Care provides overall leadership to the Customer Care organization at the ORD hub. In addition to developing clearly defined strategies to make the station best in class, the position also has the responsibility of elevating the experience of our customers and team members. This leadership role will strengthen the culture of inclusion, diversity, and development for the team members across the organization.

What you'll do

• Leads the overall operation of the ORD Customer Care organization, including the front-line team members and management team that directly interface with customers
• Partners and collaborates with all hub operational groups, including union leadership of represented team members
• Guides the overall daily activities pertaining to AA, as well as coordination with partner regional carriers
• Leads and serves a large and complex organization through management leaders, individual contributors, and front-line team members
• Partners with departments throughout the airport environment, both internal and external, to promote peak operating efficiency of airline operation
• Coordinates with various regulatory agencies, such as US Customs, TSA, and ORD Airport management
• Monitors and develops performance metrics to enhance sustainable delivery of customer care goals
• Meets all operational turn metrics and partners across all operational work groups to deliver operational excellence
• Develops and implements procedures ensuring AA remains in compliance with all governmental regulations, including OSHA, TSA, FAA, and Department of Transportation requirements

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Extensive knowledge of multiple airport operational processes
• Action oriented results-driven leader with a natural aptitude for engaging employees in multiple workgroups
• 10 years of leadership experience, including 5 years leading frontline management employees and 5 years leading unionized frontline workgroups
• Demonstrates the highest level of ethics and integrity
• 10 years of airline operations experience
• Bachelor’s degree in relevant field or equivalent experience/training

Preferred Qualifications- Education & Prior Job Experience

• 10 years of airline operations experience, with large station or hub experience preferred

Skills, Licenses & Certifications

• Ability to motivate front-line leaders and front-line team members to align around operational goals and deliver results through teamwork and individual accountability
• Ability to anticipate, analyze, and interpret complex local and/or system-wide issues
• Results – We drive to be the best
• Collaboration – We succeed as a team
• Proven ability to drive results through collaboration and facilitate effective relationships across different work groups and levels at American
• Ability to work nights and weekends
• Willingness to remain flexible in location assignments, as future roles in operations may require relocation
• Caring – We care about all team members
• Believes in and promotes the American Airlines five leadership attributes:
  • Caring – We care about all team members
  • Collaboration – We succeed as a team
  • Development – We build future leaders
  • Results – We drive to be the best
  • Future – We continually challenge the status quo
• Demonstrated flexibility and creativity in adjusting to shifting priorities in a dynamic work environment, while effectively modeling leadership attributes
• Development – We build future leaders
• Competitive spirit
• Ability to promote a positive approach to problem and challenge resolution
• Demonstrated outstanding organization and time management skills
• Future – We continually challenge the status quo
• Ability to attract, select, develop, and motivate diverse teams, including representatives from each operating organization and related unions within the company
• Excellent communication, presentation, and interpersonal skills, with ability to interact effectively with all levels, both verbally and written
• Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions

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
• 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.
• 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.
• 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.