Director, Premium Guest Services Operations Strategy and Support

Location: DFW Headquarters Building 8 (DFW-SV08)   
Additional Locations: None
Requisition ID: 70432 

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

 

The Director, Premium Guest Services Operations Strategy and Support is responsible for executing the global delivery of products, services, and hospitality to our highest value customers.

 

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Plans and executes all club and lounge openings and vendor transitions
• Provides planning input and goals pertaining to budget and eventual implementation for all strategic initiatives related to Admirals Clubs, Flagship Check-in, Flagship Lounge, Flagship Dining Lounges, Food and Beverage, OA Joint Business, and Elite Services
• Liaises across multiple work groups including Marketing, Finance, Loyalty, and Corporate Real Estate to set project direction, prioritization, and execution
• Liaises with support teams at HDQ to provide lounge leaders with data analysis and reporting to develop and implement initiatives that improve guest experience
• Coordinates with various teams in organization regarding departmental updates, technology, policies and procedures, communications, and training
• Responsible for vendor performance globally, including Food & Beverage, janitorial, and maintenance vendors and who administers Food and Beverage vendor performance program according to contractual requirements
• Facilitates the deployment of support personnel, including vendors, from across the system to support the operation in times of significant challenges
• Coordinates and provides support for large events involving high value customers
• Acts as an escalation point for lounge health and safety issues and oversees timely resolution plan
• Provides support to lounge leaders, serving as liaison to Innovation and Delivery team

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Demonstrates the highest standards of personal ethics and integrity
• 7 years of progressive leadership experience
• 5 years of airline operations experience, with 2 years of experience in Hospitality, Food & Beverage, or Airport Lounges

Preferred Qualifications- Education & Prior Job Experience

• Bachelor’s degree in related field or equivalent experience; Advanced degree 

Skills, Licenses & Certifications

• Ability to inspire and influence others to perform at optimal levels and deliver outstanding results
• Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups
• Ability to modify and resolve issues/problems in processes through exceptional interpersonal skills and with the help of existing procedures, norms, and processes that touch customer service/operating situations and existing work methods
• Ability to thrive in a fast-paced, dynamic, and complex environment
• Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions
• Ability to coach, mentor, and serve as a role model for all team members
• Excellent problem solving and critical thinking ability
• Excellent project planning and organizational skills, with ability to effectively and simultaneously manage multiple large projects within tight deadlines while maintaining attention to detail
• Demonstrated ability to be highly collaborative, form consensus, build relationships, and work productively with a broad range of experienced professionals throughout the company
• Demonstrated ability to assess opportunities, structure solutions, and effectively execute project plans to meet goals
• Excellent verbal and written communication skills, with ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization, as well as with ex