Job Details
** Manager, Airport Customer Care**
** Manager, Airport Customer Care**
Date: Dec 28, 2021 Location: Los Angeles Apt, Terminal 4 (LAX-TRM4)
Additional Locations: None
Requisition ID: 52773
****Intro****
****Why you'll love this job****
* ?This job is a member of the Hubs and Gateways Team, within the Customer Experience Division.
* ?Responsible for managing, developing, and coordinating all customer related activities ensuring the highest level of customer satisfaction and experience.
****What you'll do****
* Oversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilities
* Ensures efficient use of resources to achieve operational performance targets
* Enforces all company and departmental procedures including safety and security
* Reviews staffing requirements and bid schedules for all employees
* Communicates procedural changes to Customer Service Managers and frontline employees ensuring compliance
* Monitors and analyzes trends to achieve on time performance
* Mentors and develops employees
* Identifies areas which require improvement
* Develops and implements processes to achieve improved efficiency and productivity
* Enhances vendor relations and ensures contractual obligations are performed
* Ensures all internal audit requirements are in compliance
* Develops an annual expense plan and monitors the budget
* Assists with interviews and selection of CSMs/Customer Service Supervisors
* Ability to work rotating shifts including nights, weekends and holidays
* Complete other duties as required
****All you'll need for success****
**Minimum Qualifications- Education & Prior Job Experience**
* ?Bachelors Degree in Business Management or relevant field or equivalent experience/training
* 3 years work experience in Airline Customer Service supervisory
**Preferred Qualifications- Education & Prior Job Experience**
* ?N/A
**Skills, Licenses & Certifications**
* Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
* Excellent analytical skills and proficient use of PC related software
* Strong leadership and organizational skills
* Ability to multi-task and handle shifting priorities within a fast-paced, dynamic work environment and can tolerate high stress situations
* Ability to effectively delegate work assignments and manage large groups of employees
****What you'll get****
Feel free to take advantage of all that American Airlines has to offer:
* Health Benefits: On day one, youll have access to your health, dental, prescription and vision benefits to help you stay well. And thats 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 thats 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.
Additional Locations: None
Requisition ID: 52773
**Nearest Major Market:** Los Angeles
**Job Segment:** Business Manager, Manager, Internal Audit, Customer Service, Management, Finance