Service Manager, Premium Guest Services Operations

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 youll love this job

​​​This job is a member of the Customer Planning Team within the Customer Experience Division.

​​Responsible for leading the service delivery of lounge operations and the elite services portfolio.

What youll do

Assists with the overall leadership of the department as directed by the department leader

Oversees large scale food & beverage and housekeeping operations through third-party partnerships

Ensures proper preventive maintenance and repairs of lounges and other company assets

Manages department operating budgets to achieve financial targets and maximize performance

Assists in planning and coordinating construction and refurbishment projects

Completes, organizes or delegates broad scope of administrative work

Develops and maintains positive relationships with internal and external customers, strategic business partners, airport authorities, regulatory agencies and vendors

Ensures compliance with all audit and regulatory requirements

Promotes customer loyalty and helps drive premium customer market share by ensuring all employees deliver high quality customer service

Responsible for hiring, training, and ongoing coaching and counseling employees to ensure optimal performance

Acts as a local advocate for the high value customer experience

Supports relationships with airline alliance partners and their high value customers

Ensures employee productivity and compliance with AA’s work environment policies

Guides and mentors developing representatives

​Travel as needed

Ability to work evenings, weekends and holidays

All youll need for success

Minimum Qualifications- Education & Prior Job Experience

​Bachelors degree or equivalent experience

3 years face to f​​​​​​ace customer service experience

Preferred Qualifications- Education & Prior Job Experience

​3 years experience leading people or equivalent experience training

Skills, Licenses & Certifications

​Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc

Ability to build teams and possess strong people skills

Proficient at recognizing and prioritizing opportunities as well as managing multiple projects

Ability to think creatively and make strong business decisions

Ability to manage own business

Practical experience in accessing data and airline technical functions

Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable

Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable

What youll 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.

EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.