Job Summary

American Airlines is seeking an experienced and dynamic Duty Manager for our Airport Customer Experience Administration team. This pivotal role involves overseeing and ensuring the highest level of customer service at our airport facilities. As a Duty Manager, you will be responsible for managing daily operations, resolving customer issues, and leading a team of customer service professionals. Your leadership will play a crucial role in enhancing the overall travel experience for our passengers and maintaining the airlines reputation for excellence.

Key Responsibilities

• Operational Oversight: Manage and coordinate daily airport operations, ensuring that all customer service activities are executed efficiently and effectively.
• Customer Service Excellence: Address and resolve escalated passenger concerns and complaints, ensuring a high level of satisfaction and compliance with company policies.
• Team Leadership: Supervise, mentor, and motivate a team of customer service agents and other airport personnel, fostering a positive work environment and ensuring adherence to company standards.
• Problem Resolution: Quickly identify and resolve operational issues and disruptions, implementing solutions to minimize impact on passenger experience.
• Compliance and Safety: Ensure all operations comply with relevant regulations, safety protocols, and company policies, conducting regular audits and reviews.
• Performance Monitoring: Track and analyze performance metrics, preparing reports on service levels, operational efficiency, and customer feedback to drive continuous improvement.
• Collaboration: Work closely with other departments, including ground operations and security, to ensure seamless coordination and support.

Required Skills and Qualifications

• Leadership Skills: Proven ability to lead and manage a diverse team in a fast-paced, high-pressure environment.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with passengers, staff, and management.
• Customer Focus: Strong customer service orientation, with a track record of handling complex customer issues and providing exceptional service.
• Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to make quick decisions and implement effective solutions.
• Technical Proficiency: Familiarity with airport operations systems and technologies.

Experience

• Industry Experience: Minimum of 5 years of experience in a customer service or airport operations role, with at least 2 years in a supervisory or management capacity.
• Relevant Knowledge: Experience in managing airport operations and familiarity with relevant regulations and safety protocols is highly desirable.

Working Hours

• Schedule: This position requires flexibility to work various shifts, including evenings, weekends, and holidays, to ensure 24/7 coverage and support.

Knowledge, Skills, and Abilities

• Knowledge: In-depth understanding of airport operations, customer service best practices, and relevant regulatory requirements.
• Skills: Strong leadership, organizational, and interpersonal skills. Ability to handle high-pressure situations with composure.
• Abilities: Capability to manage multiple priorities simultaneously, work independently, and adapt to changing environments.

Benefits

• Competitive Salary: Attractive salary package commensurate with experience.
• Health and Wellness: Comprehensive health, dental, and vision insurance plans.
• Retirement Plans: 401(k) plan with company match and other financial benefits.
• Work-Life Balance: Generous paid time off and flexible scheduling options.
• Employee Discounts: Discounts on travel and other services through American Airlines.

Why Join

At American Airlines, we are committed to fostering an inclusive and innovative workplace where every employee is valued and empowered. As a Duty Manager, you will have the opportunity to play a critical role in shaping the future of our customer experience and driving excellence in airport operations. Join us and be part of a team that is dedicated to delivering exceptional service and making every journey memorable for our passengers.

How to Apply

Interested candidates should submit their resume and a cover letter detailing their relevant experience and qualifications through our online career portal. Please include Duty Manager - Airport Customer Experience Administration in the subject line of your email. We look forward to reviewing your application and discussing how you can contribute to the American Airlines team.