Job Details

Why you'll love this jobThis job is a member of the Hubs & Gateways or Stations Team within the Customer Experience Division.Responsible for ensuring a high performing operation by leading, engaging, coaching and developing front-line team members. Also responsible for supporting their teams' efforts in creating a safe, reliable operation while delivering an elevated customer experience.What you'll doDrives operational excellenceCreates an environment that cares for our frontline team members and celebrates team successesLeads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agenciesProvides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer serviceCoaches and mentors frontline team members in skill development, customer service elevation and company culture behaviorsPromotes an environment of mutual respect and trust between frontline team membersEstablishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignityProvides the direction and appropriate support structure using effective resources to enable the team to deliver high performanceAssesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levelsAbility to work extra hours when there are operational needsAbility to work rotating shifts including weekends, holidays and days-offMinimum Qualifications – Education & Prior Job ExperienceHigh School diploma or GED equivalencyPreferred Qualifications – Education & Prior Job ExperiencePrevious airport customer service experience2 years experience leading othersKnowledge of company policies and procedures and functional automation applicationsSkills, Licenses & CertificationsAbility to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environmentAbility to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriateCritical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problemsAbility to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.Strong decision making skillsAbility to work independently as well as collaborativelyAbility to work under demanding operational conditionsAbility to prioritize and execute with a sense of urgency and precisenessAbility to use sound business judgment to resolve issues with internal and external customersAbility to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operationKnowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement.Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicableApplicable valid driver's license as required by local authorities, if applicableWhat you'll getTravel 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 – that's why our wellness programs provide you with all the right tools, resources and support you need.401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and moreEQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION POLICYAmerican Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.#J-18808-Ljbffr