MD, Customer Care

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

As the Managing Director of Customer Care for our Charlotte Hub, you will lead a dynamic team at one of one of the airlines’ largest and most complex hubs. You will drive strategies that elevate both customer satisfaction and employee engagement, foster a culture of inclusion, and ensure operational excellence. Your leadership will directly impact our brand and the experience of tens of thousands of travelers each day

What you'll do

• Lead and inspire a large, diverse team, including frontline and management staff to deliver outstanding customer care.
• Ensure consistency in service delivery driving a unified and elevated customer experience.
• Develop and implement strategies that improve customer satisfaction and operational delivery.
• Collaborate with internal teams, union representatives, and external partners to ensure seamless operations.
• Ensure compliance with all regulatory requirements (OSHA, TSA, FAA, DOT) and maintain strong relationships with airport authorities, and other key stakeholders.
• Lead and coordinate irregular operations (IROPs), ensuring timely recovery, clear communication, and minimal customer disruption.
• Partner with Hub Control Center (HCC) and cross-functional teams to optimize turn performance and maintain schedule integrity.
• Champion premium and Flagship service delivery, ensuring elevated standards for high-value customers through staffing, training, and execution.
• Own overall hub performance, ensuring alignment between operational reliability and customer experience to drive results across NPS, on-time performance, and baggage delivery.
• Monitor performance metrics and use data-driven insights to drive continuous improvement.
• Oversee execution of boarding strategies and gate processes to improve flow, reduce customer friction, and enhance the overall experience.
• Identify and close performance gaps by analyzing operational trends and implementing targeted action plans.
• Strengthen safety culture through proactive engagement, audits, and consistent operational discipline.
• Enhance baggage handling performance through process improvements and adoption of technology-driven solutions.
• Champion professional development of the organization by providing training, mentorship, and clear pathways for career advancement.
• Manage departmental budgets, optimize resource allocation, and identify opportunities to reduce costs while enhancing service quality.
• Represent American Airlines in the community, building partnerships that strengthening our brand and support our mission.
• Drive a culture of accountability and ownership across all levels of leadership, reinforcing visibility, execution, and results.
• Foster a high-performance environment by recognizing top talent and actively developing underperforming team members.
• Lead cross-functional initiatives that improve throughput, efficiency, and the overall airport experience.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree relevant field and/or equivalent experience/training
• 10 years of leadership experience, including 5 years leading frontline management employees and 5 years leading unionized frontline workgroups
• 10 years of airline operations experience
• Experience with airline industry collective bargaining agreements
• Extensive knowledge of multiple airport operational processes

 

Preferred Qualifications- Education & Prior Job Experience

• 5 years of experience in Customer Care/Passenger Service

 

Skills, Licenses & Certifications

• Demonstrates the highest standards or personal ethics and integrity
• Ability to coach, mentor, and serve as a role model for all team members
• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to create and sustain a culture that encourages self-development, growth, and performance excellence
• Ability to be an action-oriented, process and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups, as well