Manager, Airport Customer Care - LAX
American Airlines, Los Angeles, CA, United States
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.
Why you'll love this job
Member of the Hubs and Gateways Team within the Customer Experience Division.
Responsible for managing, developing, and coordinating all customer-related activities to ensure the highest level of customer satisfaction and experience.
Pay range: $98,000 - $134,000 based on qualifications and experience.
What you'll do
Oversee day-to-day customer service operations, including the ticket counter and gate activity in multiple facilities.
Ensure efficient use of resources to achieve operational performance targets.
Enforce all company and departmental procedures, including safety and security.
Review staffing requirements and bid schedules for all employees.
Communicate procedural changes to Customer Service Managers and frontline employees to ensure compliance.
Monitor and analyze trends to achieve on-time performance.
Mentor and develop employees.
Identify areas requiring improvement.
Develop and implement processes to improve efficiency and productivity.
Enhance vendor relations and ensure contractual obligations are performed.
Ensure all internal audit requirements are in compliance.
Develop an annual expense plan and monitor the budget.
Assist with interviews and selection of CSMs/Customer Service Supervisors.
Work rotating shifts, including nights, weekends, and holidays.
Perform other duties as required.
Minimum Qualifications
Bachelor’s Degree in Business Management or relevant field, or equivalent experience/training.
3 years of work experience in Airline Customer Service supervisory roles.
Preferred Qualifications
None.
Skills, Licenses & Certifications
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
Excellent analytical skills and proficient use of PC-related software.
Strong leadership and organizational skills.
Ability to multi-task and handle shifting priorities in a fast-paced, dynamic work environment; tolerate high-stress situations.
Ability to delegate work assignments and manage large groups of employees.
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
Travel Perks: Reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: Access to health, dental, prescription, and vision benefits from day one, plus virtual doctor visits, flexible spending accounts, and more.
Wellness Programs: Resources and support to help you reach your best self.
401(k) Program: Available upon hire, with employer contributions after one year (depending on the workgroup).
Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.
EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION POLICY
American Airlines maintains a 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 includes, but is not limited to, 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 advertising.
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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.
Why you'll love this job
Member of the Hubs and Gateways Team within the Customer Experience Division.
Responsible for managing, developing, and coordinating all customer-related activities to ensure the highest level of customer satisfaction and experience.
Pay range: $98,000 - $134,000 based on qualifications and experience.
What you'll do
Oversee day-to-day customer service operations, including the ticket counter and gate activity in multiple facilities.
Ensure efficient use of resources to achieve operational performance targets.
Enforce all company and departmental procedures, including safety and security.
Review staffing requirements and bid schedules for all employees.
Communicate procedural changes to Customer Service Managers and frontline employees to ensure compliance.
Monitor and analyze trends to achieve on-time performance.
Mentor and develop employees.
Identify areas requiring improvement.
Develop and implement processes to improve efficiency and productivity.
Enhance vendor relations and ensure contractual obligations are performed.
Ensure all internal audit requirements are in compliance.
Develop an annual expense plan and monitor the budget.
Assist with interviews and selection of CSMs/Customer Service Supervisors.
Work rotating shifts, including nights, weekends, and holidays.
Perform other duties as required.
Minimum Qualifications
Bachelor’s Degree in Business Management or relevant field, or equivalent experience/training.
3 years of work experience in Airline Customer Service supervisory roles.
Preferred Qualifications
None.
Skills, Licenses & Certifications
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
Excellent analytical skills and proficient use of PC-related software.
Strong leadership and organizational skills.
Ability to multi-task and handle shifting priorities in a fast-paced, dynamic work environment; tolerate high-stress situations.
Ability to delegate work assignments and manage large groups of employees.
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
Travel Perks: Reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: Access to health, dental, prescription, and vision benefits from day one, plus virtual doctor visits, flexible spending accounts, and more.
Wellness Programs: Resources and support to help you reach your best self.
401(k) Program: Available upon hire, with employer contributions after one year (depending on the workgroup).
Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.
EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION POLICY
American Airlines maintains a 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 includes, but is not limited to, 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 advertising.
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