Director, Customer 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

The Director, Customer Operations provides overall leadership to the Customer Operations organization, develops clearly defined strategies to make the station best in class, and fosters a culture of inclusion, diversity, and development for team members across the organization.

What youll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

Leads the overall operations of the ramp and customer operations group, including coordination of line cargo and baggage management; oversees all facets of outstanding customer service delivery throughout the operating day

Coordinates the overall daily activities pertaining to AA, as well as coordination with partner regional carriers and other airline partners in the terminal

Partners with internal and external airport stakeholders to promote peak operating efficiency of airline operation

Ensures professional development of frontline leaders and crew chiefs by implementing training opportunities, providing ongoing mentorship, and supporting opportunities for career advancement

Monitors and develops performance metrics to enhance sustainable delivery of customer operations goals

Optimizes deployment of manpower, equipment, facilities, funds, and other resources towards the accomplishment station for Customer Operations

Oversees and manages departmental budget and cost control, including forecasting, in order to ensure accuracy and accountability for overall resource management

Seeks opportunities for continuous improvement; provides recommendations and implements initiatives to reduce cost, gain efficiencies, and improve customer service and employee experience

Establishes and maintains open communication and a collaborative relationship with all levels of union leadership

Ensures AA remains in compliance with all governmental requirements, such as OSHA, TSA, FAA, and Department of Transportation, through the development and implementation of procedures

All youll need for success

Minimum Qualifications- Education & Prior Job Experience

Demonstrates the highest level of ethics and integrity

Bachelor’s degree or equivalent work experience

Experience in Customer Operations/Ramp Service at a large airport or hub required

Preferred Qualifications- Education & Prior Job Experience

7 years of leadership experience managing cross-departmental teams

3 years of experience managing a unionized frontline workgroup

Experience in the application of budgetary knowledge to drive business results

Experience implementing procedures and ensuring consistent service delivery

Experience with airline industry collective bargaining agreements

Understanding of manpower systems currently in use

Skills, Licenses & Certifications

Ability to coach, mentor, and serve as a role model for all team members

Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills

Ability to create and sustain a culture that encourages self-development, growth, and performance excellence

Ability to creatively seek opportunities that will improve the way that things are done, embrace, and initiate change, and positively challenge established work practices for the benefit of the organization and customers

Ability to use an unbiased, rational approach to find root causes of issues and generate solutions

Ability and willingness to advocate for and manage change, while productively and proactively guiding the team to accept and adapt to dynamic situations

Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups

Ability to think strategically and use sound judgment and initiative in making decisions

Ability to build and facilitate relationships at all levels of the organization, both internally and externally

Excellent verbal and written communication skills, with ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization

Excellent project management skills

Proficient with Microsoft Office software

Ability to work a varied schedule

Ability and willingness to remain current with industry practices and developments

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

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.