Supervisor, 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 the Customer Planning Team within the Customer Experience Division.
• Acts as liaison between operational and commercial work groups to ensure effective collaboration, keeping customer focus and revenue maximization in mind.
• Responsible for oversight of a service recovery operational call center that includes leading, motivating and developing a team of coordinators that support front-line operations.

What you'll do

• Responsible for overseeing the day-to-day operational role at Day of Departure
• Responsible to support all Coordinators ensuring; proper coaching, developing, and mentoring
• Maintains attendance records, staffing requirements, and develop effective bid schedules for teams
• Collaborate with all Service recovery teams the IOC, Revenue Management, Reservations, Airport Operations and frontline team members and leaders to ensure elevated customer experience
• Enforce adherence regulatory requirements, and identify strategies to automate manual processes
• Accountable for all administrative roles related to team members’ needs and department objectives
• Support operational projects identified / assigned strategic goals and ensure timely completion
• Ensure to identify best practices to maximize revenue/profit opportunities for short- and long- goals
• Must resolve customer issues effectively by balancing customer experience and revenue protection
• Identifies extra flying needs, and inventory strategies to recommend to IOC where revenue warrants
• 24/7 operations, rotating shift, holiday, weekend aligned with operational / team oversight

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• ​Bachelor’s degree or equivalent experience/training
• 4 years of operation, leadership role, and analytical skills

Preferred Qualifications- Education & Prior Job Experience

• Experience in a management capacity, leading and developing others 
• Understanding of airport operations or contact center experience,

Skills, Licenses & Certifications

• QIK knowledge required, and Native Sabre skills preferred,
• Ability to select, train, guide, lead, and motivate employees in a dynamic 24/7 operation
• Ability to project manage, and handle multiple projects concurrently
• Ability to be a team player and collaborator with the ability to perform well under stress
• Consistently supports and promotes corporate objectives

Language/Communication Skills

• Ability to effectively communicate both verbally and in writing with all levels within the organization
• Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate.  HR (working with the operation) ordinarily first speaks with the team member directly and they mutu