Duty Manager, Airport Customer Experience Administration - PHX

American Airlines • Phoenix, AZ, US • 4d ago

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 the Customer Experience administration team within the Customer Experience Division.
Responsible for leading a group of management and support staff responsible for but not limited to lost time, agent/clerk staffing, payroll, training and team support

What you'll do

Facilitates station training needs with recurrent, ad hoc and system training initiatives
Oversees the agent/clerk requirements for offering overtime, in-station and system transfers in order to support operational needs
Works in connection with local Management (Customer Care and Customer Operations), Station Services and Workforce Planning to maintain budgeted physical headcount
Oversees New hire, transfer, and termination system execution (Oracle, SHARP, Station Resources)
Oversight of vendor partner performance
Develops, processes, and manages 3-5 main schedule bids per year
Oversees supplies management, invoicing & fueling responsibilities

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

Bachelor’s Degree in related field or equivalent experience and/or training
2 years of airport operational background with experience in assessing manpower needs, administering bids, with a good understanding of staffing models

Preferred Qualifications- Education & Prior Job Experience

Skills, Licenses & Certifications

Ability to lead and motivate employees and work closely with both the Hub/Gateway and the union leadership teams
Ability to have exceptional organization and planning skills, with attention to detail
Ability to identify opportunities for improvement as well as proven success implementing strategic initiatives under time constraints
Ability to digest complex fact scenarios and develop compelling business cases to support your position
Knowledge of presentation and communication skills - direct and persuasive as well as diplomatic
Ability to have outstanding leadership and interpersonal skills
Knowledge in Microsoft Excel, Outlook, PowerPoint and Word
Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicableApplicable valid driver’s license as required by local authorities, if applicable

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.

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