Manager, Customer Service-IOC 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!

• This role serves as a Manager on Duty (MOD) within the System Customer Service Manager (SCSM) team in the Integrated Operations Center (IOC).
• You’ll lead a high-impact team dedicated to delivering exceptional customer experiences during critical moments - making a real difference in how customers feel cared for.
• This position gives you the opportunity to tackle complex operational challenges, strengthen your leadership skills, and develop expertise in customer planning and recovery strategies in a dynamic, fast‑paced environment.

• Provides sound hands‑on leadership to achieve business objectives, ensure optimal performance, and devotion to service standards
• Sets specific objectives and key performance measures
• Ensures a high performance environment
• Demonstrates appropriate and positive energy, judgment in decision making, appropriate communication methods, and employee support
• Analyzes department’s data effectively with focus on optimization and efficiency
• Ensures outstanding contribution is achieved by specialists and management staff
• Identifies improvement opportunities in processes and people
• Creates and oversees implementations and planning or planned efforts
• Provides guidance, counseling, training, coaching and administers corrective action in a fair and consistent manner adhering to company code of Ethics and standards
• Facilitates employee development by utilizing creative coaching techniques, performance plans, skill assessments to improve overall department productivity
• Develops effective employee appreciation, recognition methods, and create a happy work space
• Sustains a strong commitment to effective communication, informative and excellent culture that focuses on customer needs and expectations
• Partners with leaders and colleagues across organizations promoting collaboration and positive outcomes
• Ensures proper understanding and application of company and department policies, procedures, employee relationship protocols, and expectations
• Creates, maintain, and embrace a highly positive work environment that empowers, respects and rewards excellence in customer service and recovery while promoting diversity, inclusion and transparency
• Leads or develops effective schedule, hiring and selection processes
• Leads and participates staff meetings, daily briefings and process improvement task forces
• Ability to work varied hours, including nights, weekends and holidays
• Ability to travel on occasions, including overnight travel

• Bachelor’s degree in relevant field or equivalent experience/training
• 5 years of supervisory/managerial experience

• Strong presentation skills and Project management skills
• Aviation Customer Experience

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Knowledge of performance reporting, demonstration of data, department statistics , and development of professional presentations
• Outstanding organizational, time management, creative thinking, and problem‑solving skills
• Excellent interpersonal skills
• Ability to train, develop, and motivate
• Ability to energetically lead highly engaged employees in a complex and constantly changing environment
• Ability to effectively adapt to changes, embrace new ideas and motivate teams
• Ability to prioritize, meet deadlines consistently, and concurrently handle multiple tasks effectively
• Ability to analyze and interpret complex documents and processes
• Ability to resolve difficult personnel and administrative issues

• Travel Perks:
  Ready to explore the world? You, your family and…