Senior Manager, Airport Customer Operations

Location: MIA Apt Bldg 3040 (MIA-3040)
Additional Locations: None
Requisition ID: 68352
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

• This job is a member of the Hubs & Gateways Team within the Customer Experience Division.
• Responsible for planning, leading and coordinating all phases of Customer Operations at the Airport in collaboration with other department leaders such as Customer Care, Facilities, and Hub Control Center, as well as AA’s local business partners. Directly responsible for executing through the team local and corporate initiatives.

What You'll Do

• Responsible for oversight and leading program development regarding technology and tools associated with baggage process
• Evaluates, recommends and implements new processes to improve performance impacting industry critical KPI's; Increase efficiency of relevant processes and resource utilization to maximize performance improvements
• Optimizes manpower, equipment, facilities and funds for Customer Operations
• Plans, leads and coordinates all phases of Customer Operations at Airport
• Analyzes data from multiple sources and identifies needs and opportunities for improvements to mitigate failures
• Demonstrates and cultivates collaborative relationships across all work groups and teams
• Interfaces and collaborates with frontline employees, Customer Care, Aircraft Maintenance, Regional Operations, Facilities, Tower Operations, Premium Service, Flight, Flight Service, Sales, etc
• Leads and develops a team of operational leaders including but not limited to daily oversight, counseling, performance reviews and training
• Engages with frontline employees as an advocate of our team members and forward looking initiatives, and creating inclusive opportunities to bring teams and people together
• Monitors and develops performance metrics to enhance sustainable delivery of customer operations goals
• Develops and directs service programs to ensure optimum product delivery in customer service quality and departure dependability
• Collaborates with other department leaders such as Customer Care, Facilities, and Hub Control Center, as well as AA's local business partners
• Establishes workable set of quality controls, regulatory agencies, other stations and staff groups
• Operational responsibilities include but not limited to departure dependability, baggage handling performance, customer experience, budget and adhoc analysis

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

• Prior experience in the application of budgetary knowledge to drive business results operational background in a leadership role
• Demonstrated proficiency in identifying areas for improvement in a large-scale operation, and ability to advocate and manage change
• Thorough understanding of the budget process, headcount and staffing
• Bachelors degree or equivalent work experience/training

Preferred Qualifications- Education & Prior Job Experience

• Experience managing front line leaders

Skills, Licenses & Certifications

• Flexibility and creativity to adjust to dynamic situations while effectively modeling executive leadership attributes
• Action oriented, results-driven leader with a natural aptitude for engaging employees across multiple workgroups
• Strong analytical skills, labor relations experience including working knowledge of agents and collective bargaining agreements; experience implementing procedures and ensuring consistent service delivery
• Ability to lead and serve a large and complex organization through management leaders, individual contributors and front line team
• Ability to think strategically, weighing long-term implications and solutions
• Ability to problem solve, build and facilitate relationships at all levels of the organization, both internally and externally

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: 68352