Sr Manager, Airport Customer Operations

Position Overview

Are you ready to explore a world of possibilities, both at work and during your personal time? Join our American Airlines family where you'll travel the world, grow your expertise, and become the best version of you. This role is a member of the Hubs & Gateways Team within the Customer Experience Division and is charged with executing local and corporate initiatives in close collaboration with various department leaders.

Key Responsibilities

• Lead and develop a team of operational leaders by providing daily oversight, counseling, performance reviews, and training.
• Plan, lead, and coordinate all phases of Customer Operations at the airport.
• Collaborate with department leaders such as Customer Care, Facilities, and Hub Control Center, as well as AA's local business partners.
• Engage with frontline employees as an advocate, fostering inclusive opportunities to bring teams together.
• Evaluate, recommend, and implement new processes to improve performance and efficiency.
• Analyze data from multiple sources to identify opportunities for improvement and mitigate failures.
• Oversee and lead program development regarding technology and tools related to the baggage process.
• Manage operational responsibilities including departure dependability, baggage handling, customer experience, budgeting, and ad hoc analysis.
• Interface and collaborate with various teams such as Aircraft Maintenance, Regional Operations, Facilities, Tower Operations, Premium Service, Flight, Flight Service, and Sales.
• Develop and direct service programs to ensure optimum product delivery in customer service quality and departure dependability.
• Optimize manpower, equipment, facilities, and funds for Customer Operations.
• Establish quality controls while collaborating with regulatory agencies, other stations, and staff groups.
• Monitor and develop performance metrics to support the sustainable delivery of customer operations goals.

Required Qualifications

• Bachelor's degree or equivalent work experience/training.
• Thorough understanding of the budget process, headcount, and staffing.
• Proven ability to identify areas for improvement in large-scale operations and manage change effectively.
• Experience applying budgetary knowledge to drive business results in a leadership role.
• Ability to lead and serve a large, complex organization through effective management and frontline team engagement.
• Strong strategic thinking, problem-solving, and relationship-building skills across all organizational levels.
• Excellent analytical skills with experience in labor relations and a working knowledge of collective bargaining agreements.
• Action-oriented, results-driven leadership with flexibility and creativity in dynamic situations.

Preferred Qualifications

• Experience managing front line leaders.

Benefits & Perks

• Travel Perks: Explore 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: Receive access to health, dental, prescription, and vision benefits from day one, including virtual doctor visits and flexible spending accounts.
• Wellness Programs: Benefit from programs designed to support your well-being and help you be the best version of yourself.
• 401(k) Program: Take advantage of a 401(k) program available upon hire with potential employer contributions after one year.
• Additional Benefits: Enjoy our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.