Duty Manager, Customer Service Recovery

Location: Integrated Operations Ctr (DFW-SV02)   
Additional Locations: None
Requisition ID: 71560 

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.
• ​Responsible for leading a 24/7 operation with focus on achieving customer service recovery goals.

What you'll do

• Provides sound hands-on leadership to achieve business objectives, ensure optimal performance, and devotion to service standards
• Sets specific objectives and key performance measures
• Ensures a high performance environment
• Demonstrates appropriate and positive energy, judgment in decision making, appropriate communication methods, and employee support
• Analyzes department’s data effectively with focus on optimization and efficiency
• Ensures outstanding contribution is achieved by specialists and management staff
• Identifies improvement opportunities in processes and people
• Creates and oversees implementations and planning or planned efforts
• Provides guidance, counseling, training, coaching and administers corrective action in a fair and consistent manner adhering to company code of Ethics and standards
• Facilitates employee development by utilizing creative coaching techniques, performance plans, skill assessments to improve overall department productivity
• Develops effective employee appreciation, recognition methods, and create a happy work space
• Sustains a strong commitment to effective communication, informative and excellent culture that focuses on customer needs and expectations
• Partners with leaders and colleagues across organizations promoting collaboration and positive outcomes
• Ensures proper understanding and application of company and department policies, procedures, employee relationship protocols, and expectations
• Creates, maintains, and embraces a highly positive work environment that empowers, respects and rewards excellence in customer service and recovery while promoting, diversity, inclusion and transparency
• Leads or develops effective schedule, hiring and selection processes
• Leads and participates staff meetings, daily briefings and process improvement task forces
• Ability to work varied hours, including nights, weekends and holidays
• Ability to travel on occasions, including overnight travel

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• ​Bachelor’s degree in relevant field or equivalent experience/training
• 3 years of supervisory/managerial experience

 

Preferred Qualifications- Education & Prior Job Experience

• ​Strong presentation skills and Project management skills

 

Skills, Licenses & Certifications

• ​Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Knowledge of performance reporting, demonstration of date, department statistics , and development of professional presentations
• Outstanding organizational, time management, creative thinking, and problem-solving skills
• Excellent interpersonal skills
• Ability to train, develop, and motivate
• Ability to energetically lead highly engaged employees in a complex and constant changing environment
• Ability to effectively adopt to changes, embrace new ideas and motivate teams
• Ability to prioritize, meet deadlines consistently, and concurrently handle multiple tasks effectively
• Ability to analyze and interpret complex documents and processes
• Ability to resolve difficult personnel and administrative issues

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 – tha