Manager, Day of Departure

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 job is a member of Service Recovery groups within the customer Experience divisions.
• Responsible for leading an operational team and minimizing customer service issues during disruptions, while preserving revenue and providing excellent customer experience.

What you'll do

• Leads teams of Coordinators and Supervisors staffed 24/7 to work and support customer facing employees at airports globally, resolving real-time customer issues.
• Responsible for DOD’s overall operational oversight ensuring efficiency optimization, productivity and team development.
• Provide strategic direction for new and existing automation tools, identifying and prioritizing new optimization opportunities
• Coordinates government reporting on oversales and denied boardings (voluntary and involuntary)
• Analyzes AA’s industry positioning and industry trends related to denied boarding
• Ensures compliance to company and government denied boarding compensation guidelines, including applicable international regulations.
• Works across departments to issue and implement travel notices for weather -related and operational disruptions to allow flexibility to customers for rebooking
• Collaborates across numerous operational and departmental areas including Revenue Management, IOC, Reservations, Service Recovery groups, Network Planning, Polices & procedures, various Contact Centers, Planning & Analysis teams
• Responsible to support various departmental reports and analysis

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• ​Bachelor's degree or equivalent training/experience
• 5 years airline experience
• Performance and strategic development skills
  
  

Preferred Qualifications- Education & Prior Job Experience

• ​Revenue management and operational experience
  
  

Skills, Licenses & Certifications

• ​Ability to effectively lead and support a large operational team
• Strong collaboration skills and proven ability to develop team
• Ability to effectively handle multiple, concurrent projects with minimal supervision
• Ability to appropriately prioritize workload to meet critical operational needs

What you'll get

Feel 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 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.