Director, 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

The Director, Customer Care provides overall leadership to the Customer Care organization, develops clearly defined strategies to make the station best in class, and strengthens the culture of inclusion, diversity, and development for team members across the organization.

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.

• Lead the company's consolidated financial statements process, including balance sheet, income statement and statements of equity and cash flows
• Leads the overall operations of the customer care group, including customer experience, departure dependability, baggage handling performance, and international arrivals
• Oversees all facets of outstanding customer service delivery throughout the operating day
• Coordinates the overall daily activities pertaining to AA and partners with departments throughout the airport environment, both internal and external, to promote peak operating efficiency of airline operation
• Monitors and develops performance metrics to enhance sustainable delivery of customer care goals
• Provides direct oversight of Net Promoter Score (NPS), ensuring that drivers of the customer experience are identified, addressed, and continuously improved to achieve world-class service standards
• Optimizes trained manpower, equipment, facilities, and funds for Customer Care
• Oversees and manages departmental budget and cost control, including forecasting, in order to ensure accuracy and accountability for overall resource management
• Seeks opportunities for continuous improvement; provides recommendations and implements initiatives to increase revenue, reduce cost, gain efficiencies, and improve customer service and employee experience
• Demonstrates and cultivates collaborative relationships across all work groups and teams
• Establishes and maintains open communication and a collaborative relationship with all levels of union leadership
• Ensures AA remains in compliance with all governmental requirements, e.g. OSHA, TSA, FAA, and Department of Transportation, through the development and implementation of procedures

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree or equivalent work experience
• 7 years of leadership experience managing cross-departmental teams
• 3 years of experience managing a unionized frontline workgroup
• Experience in Customer Care/Passenger Service at a large airport or hub required
• Experience with airline industry collective bargaining agreements
• Experience in the application of budgetary knowledge to drive business results
• Experience implementing procedures and ensuring consistent service delivery

 

Skills, Licenses & Certifications

• Demonstrates the highest standards of ethics and integrity
• Understanding of manpower systems currently in use
• 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 creatively seek opportunities that will improve the way that things are done, embrace and initiate change, and positively challenge established work practices for the benefit of the organization and customers
• Ability to use an unbiased, rational approach to find root causes of issues and generate solutions
• Ability and willingness to advocate for and manage change, while productively and proactively guiding the team to accept and adapt to dynamic situations
• Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups
• Ability to think strategically and use sound judgm