Sr Manager, Airport Customer Care

Job Description
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!

• This job is a member of the Hubs & Gateways Team within the Customer Experience Division.
• Responsible for the management of employees dedicated to assisting customers in a manner that maximizes revenue and delivers outstanding service. Also responsible for resolving customer service and operational challenges.

• Provides hands-on leadership in achieving business objectives, ensuring maximum performance and adherence to service standards
• Supports key performance measures by setting and communicating goals to create a high performance culture, which exceeds performance measurements in productivity enhancements and cost control
• Seeks opportunities for continuous improvement; provides recommendations and implements methods to increase revenue reduce cost and improve customer service
• Upholds a strong commitment to enhance both internal and external customer focus, and ability to provide timely feedback related to customer service, sales or specialty issues
• Responsible for all departments during vacations, outages, or other times needed
• Partners with leaders throughout the organization and Customer Planning to develop effective communication channel
• Works closely with internal departments such as Training, Marketing, and Operations to roll out new initiatives, programs, products, systems, automation enhancements, sales techniques, brand, destinations, etc.
• Works closely with Human Resources/Employee Relations to ensure understanding and proper application of policies, procedures and the collective bargaining agreement
• Ensures enforcement of all Company policies and guidelines, including attendance adherence
• Establishes and maintains a positive work environment that encourages and rewards excellence while fostering team-spirit through engagement. Effective coach for CSMs, CSCs, and agents
• Develops and utilizes recognition programs to reward team members for outstanding performance
• Demonstrates proficiency in all station operating and performance reporting systems
• Adjusts effectively and professionally to change when working within new structures, processes, requirements, or cultures
• Evaluates individual and team performance through quality control measurements including call observations, complaints, compliments and customer experience feedback
• Interacts well with airport community and management
• Ability to work varied hours, including nights, weekends and holidays, as well as provide CSM on Duty coverage
• Ability to travel as necessary

Minimum Qualifications
- Education & Prior Job Experience

• Bachelor’s degree or equivalent experience/training
• 5 years leadership experience

Preferred Qualifications
- Education & Prior Job Experience

• Knowledge of CWA/IBT CBA and understanding of working in union environment

Skills, Licenses & Certifications

• Knowledge of Microsoft Office to include Word, Excel, Outlook, etc.
• Skills in outstanding leadership, with ability to lead, train, develop, and motivate a team of customer service representatives
• Skills in outstanding organization and time management
• Skills in excellent creative thinking and problem-solving
• Ability to positively lead a team, in a fast-paced, ever-changing environment
• Ability to concurrently manage multiple tasks and effectively handle shifting priorities in a dynamic work environment
• Ability to effectively communicate with all levels both verbally and written
• Ability to provide strong presentations
• Ability to analyze and interpret complex documents
• Ability to resolve difficult personnel and administrative issues
• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas…