IntroAre 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 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.
What you'll do
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
All you'll need for successMinimum 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
What you'll getFeel 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 AmericanFrom 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.Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICYAmerican 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.