Duty Manager, Airport Customer Experience

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!

The pay range for this role is $71,000 to $100,000, taking into account the qualifications and experience of the selected candidate.

Why you'll love this job

• This job is a member of the Customer Experience administration team within the Customer Experience Division. 
• ​Responsible for leading a group of management and support staff responsible for but not limited to lost time, agent/clerk staffing, payroll, training and team support

What you'll do

• ​Facilitates station training needs with recurrent, ad hoc and system training initiatives
• Oversees station trainers and ensures all training deadlines are met
• Maintain strong operational knowledge of both Customer Care and Customer Operations responsibilities, including de-icing
• Helps plan and develop local safety initiatives with station leadership to deliver to the frontline team
• Helps to drive safety initiatives by developing and leading training sessions focused on safety and compliance
• Analyzes safety data to track trends and implement corrective actions
• Holds team accountable to policies and procedures 

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• ​Bachelor’s Degree in related field or equivalent experience and/or training
• 2 years of airport operational background with experience in assessing manpower needs, administering bids, with a good understanding of staffing models 

Preferred Qualifications- Education & Prior Job Experience

• N/A

Skills, Licenses & Certifications

• Ability to lead and motivate employees and work closely with both the Hub/Gateway and the union leadership teams
• Ability to have exceptional organization and planning skills, with attention to detail
• Ability to identify opportunities for improvement as well as proven success implementing strategic initiatives under time constraints 
• Ability to digest complex fact scenarios and develop compelling business cases to support your position 
• Knowledge of presentation and communication skills - direct and persuasive as well as diplomatic 
• Ability to have outstanding leadership and interpersonal skills 
• Knowledge in Microsoft Excel, Outlook, PowerPoint and Word 
• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable            
• Applicable valid driver’s license as required by local authorities, if applicable    

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

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

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.