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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 you’ll love this job
This role will be a collaborative leader in our largest international hub as a member of the International Customer Care Team within the Customer Experience Division. This role will be responsible for the efficient use of resources to ensure operational performance, whilst ensuring compliance of all company and departmental procedures, including safety and security.
What You’ll Do
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.
- Lead and develop a team responsible for planning and executing assignments through technology such as GSRealTime for key operational areas, including the daily allocation of Customer Care and Baggage Teams, both during BAU and IROPs.
- Manage multiple software programs simultaneously to quickly analyze the operation and determine best course of action throughout the day
- Solve complex staffing situations to mitigate risks and drive results
- Lead and collaborate with Admin and Operations leaders to ensure resources are planned and applied where they are most needed
- Think strategically, develop reports and identify opportunities to improve processes to drive performance, for example Key Turn metrics, Door Opening times, Misconnections rates, Transfer ADP performance
- Communicate procedural changes to Airport Service Managers and other team members
- Ensures compliance and accountability follow through, and support as an escalation point
- Identify trends and team member developmental opportunities; design and implement methods to increase/improve performance
- Assist with Airport Service Manager recruitment and support their development.
- Solicit ideas and/or feedback from team members and accept accountability for follow-through
- Foster positive relationships, drive engagement, and collaboration between allocators and frontline, as well as across departments
- Conduct grievance hearings and serve as a grievance hearing officer as necessary
All you’ll need for success
Minimum Qualifications – Education & Prior Job Experience
- 3 years airline supervisory experience
- 3 years airline operations experience
Skills, Licenses, And Certifications
- Strong Leadership skills with the ability to manage, motivate and influence a team to achieve results.
- Strong analytical thinking with the ability to interpret data from different systems and synthesize insights and identify patterns, anomalies, and trends to make informed decisions.
- Strong problem-solving and decision-making skills with the ability to perform in a fast-paced environment and apply critical thinking under pressure
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.