Duty Manager, Airport Customer Experience Administration

Job Summary:

As a Duty Manager in Airport Customer Experience Administration at American Airlines, you will be pivotal in enhancing the overall passenger experience at our airports. This role is designed for a seasoned professional who thrives in a fast-paced environment and excels in leadership and operational management. You will oversee daily airport operations, ensuring seamless coordination between various departments and delivering exceptional service to our passengers. Your leadership will drive the efficiency and effectiveness of customer service initiatives, contributing significantly to our reputation as a leading airline.

Key Responsibilities:

• Operational Oversight: Manage and supervise daily airport operations, ensuring compliance with safety and regulatory standards. Coordinate with ground staff, security, and other airport services to ensure smooth operations.
• Customer Experience Management: Address and resolve complex customer issues and complaints with a focus on delivering high-quality service. Implement strategies to improve passenger satisfaction and streamline the customer experience.
• Team Leadership: Lead, mentor, and support a team of customer service agents and other airport staff. Conduct regular performance reviews and training sessions to enhance team capabilities and service delivery.
• Coordination and Communication: Act as the primary point of contact for internal and external stakeholders. Facilitate effective communication between various departments to ensure operational efficiency.
• Crisis Management: Respond promptly and effectively to operational disruptions, emergencies, and other unforeseen circumstances. Develop and implement contingency plans to minimize impact on passengers.
• Reporting and Analysis: Monitor and analyze key performance indicators related to customer experience and operational performance. Prepare reports and recommend improvements based on data insights.

Required Skills and Qualifications:

• Leadership Skills: Demonstrated ability to lead and manage a diverse team in a high-pressure environment. Strong decision-making and problem-solving skills.
• Customer Service Expertise: Extensive experience in customer service management, with a proven track record of handling complex customer interactions and improving service standards.
• Communication Skills: Excellent verbal and written communication skills. Ability to convey information clearly and effectively to both internal teams and passengers.
• Operational Knowledge: Understanding of airport operations, including check-in processes, security procedures, and baggage handling.
• Technical Proficiency: Proficiency with airport management systems and other relevant technology. Ability to quickly adapt to new tools and systems.

Experience:

• Professional Background: Minimum of 5 years of experience in airport operations, customer service management, or a related field, with at least 2 years in a supervisory or managerial role.
• Industry Experience: Prior experience working in the airline industry is highly desirable. Familiarity with industry regulations and standards is a plus.

Working Hours:

• This role requires flexibility, including the ability to work irregular hours, weekends, and holidays as needed to ensure continuous airport operations.

Knowledge, Skills, and Abilities:

• Problem-Solving: Strong analytical skills with the ability to resolve issues effectively and efficiently.
• Adaptability: Ability to remain calm and composed under pressure, adapting to changing situations and demands.
• Customer-Focused: Passionate about delivering exceptional customer service and enhancing the passenger experience.
• Collaboration: Proven ability to work collaboratively with various departments and stakeholders to achieve common goals.

Benefits:

• Competitive Salary: Attractive salary package commensurate with experience.
• Healthcare: Comprehensive medical, dental, and vision insurance plans.
• Retirement Plans: 401(k) plan with company match and other financial benefits.
• Travel Perks: Generous flight benefits and travel discounts for employees and their families.
• Professional Development: Opportunities for career growth and continuous learning through training programs and workshops.
• Work-Life Balance: Supportive work environment with flexible scheduling options.

Why Join:

At American Airlines, we are committed to delivering a superior travel experience to our customers. As a Duty Manager, you will play a crucial role in shaping this experience, driving operational excellence, and leading a team dedicated to customer satisfaction. Join us and be part of a dynamic organization that values innovation, teamwork, and professional growth.

How to Apply:

To apply for the Duty Manager, Airport Customer Experience Administration position, please submit your resume and a cover letter detailing your relevant experience and qualifications through our career portal on the American Airlines website. Ensure your application highlights your leadership skills, customer service expertise, and passion for enhancing the passenger experience. We look forward to receiving your application and exploring the possibility of you joining our team.