Job Description

This role is part of the Hubs and Gateways Team within the Customer Experience Division. Responsible for the efficient use of resources to ensure operational performance, ensuring enforcement of all company and departmental procedures, including safety and security. Responsibilities Develop employees Implement methods of maximizing revenue and controlling expenses Oversee day to day customer service operations Solicit ideas and/or feedback from employees and accept accountability for follow‑through Communicate procedural changes to Customer Service Managers, supervisors and employees and ensure compliance Monitor and measure on‑time performance Identify areas/individuals which require improvement; develop and implement methods to increase/improve performance Develop and enhance the work relationship with vendors, ensuring all parties perform their responsibilities properly Ensure all internal audit requirements are followed and are accountable for compliance Review staffing requirements and schedules for all department employees and make adjustments as needed Conduct grievance hearings and serve as a grievance hearing officer as required Interpret the company's policies in a professional and positive manner to all customers Assist Directors with Customer Service Manager interviews and selections Aid/guide the development of Customer Service Managers and supervisory staff Shift work – including nights, weekends and holidays Qualifications Minimum Qualifications – Education & Prior Job Experience High School Degree or GED equivalent 3 years' airline supervisory experience 3 years' airport operations experience Preferred Qualifications – Education & Prior Job Experience Proven experience in baggage handling, baggage systems, and MBR improvement Experience working in/on or with airport ramps Skills, Licenses & Certifications Possess a valid US Driver's License Must be self‑motivated and detail oriented, team player Able to perform in a fast paced environment while maintaining a professional and effective approach to high stress situations Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable Benefits Travel Perks: 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 #J-18808-Ljbffr American Airlines

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