Customer Care Director

3 weeks ago


New York, New York, United States American Airlines Full time
Lead Customer Care at American Airlines

We are seeking a seasoned leader to oversee the Customer Care organization at John F Kennedy International Airport. As Director, Customer Care, you will be responsible for developing and implementing strategies to deliver exceptional customer experiences, ensuring the highest level of service quality and satisfaction.

Key Responsibilities:
  • Lead the overall operations of the customer care group, including customer experience, departure dependability, baggage handling performance, and international arrivals
  • Oversee all facets of outstanding customer service delivery throughout the operating day
  • Coordinate the overall daily activities pertaining to AA and partner with departments throughout the airport environment to promote peak operating efficiency of airline operations
  • Monitor and develop performance metrics to enhance sustainable delivery of customer care goals
  • Optimize trained manpower, equipment, facilities, and funds for Customer Care
  • Oversee and manage departmental budget and cost control, including forecasting, to ensure accuracy and accountability for overall resource management
  • Seek opportunities for continuous improvement and implement initiatives to increase revenue, reduce cost, gain efficiencies, and improve customer service and employee experience
  • Demonstrate and cultivate collaborative relationships across all work groups and teams
  • Establish and maintain open communication and a collaborative relationship with all levels of union leadership
  • Ensure AA remains in compliance with all governmental requirements, e.g. OSHA, TSA, FAA, and Department of Transportation, through the development and implementation of procedures
Requirements:
  • Demonstrate the highest level of ethics and integrity
  • Bachelor's degree or equivalent work experience
  • Experience in Customer Care/Passenger Service at a large airport or hub required
Preferred Qualifications:
  • 7 years of leadership experience managing cross-departmental teams
  • 3 years of experience managing a unionized frontline workgroup
  • Experience in the application of budgetary knowledge to drive business results
  • Experience implementing procedures and ensuring consistent service delivery
  • Experience with airline industry collective bargaining agreements
  • Understanding of manpower systems currently in use
What We Offer:
  • Travel Perks: Reach 365 destinations on more than 6,800 daily flights across our global network
  • Health Benefits: Access to health, dental, prescription, and vision benefits, as well as virtual doctor visits and flexible spending accounts
  • Wellness Programs: Tools, resources, and support to help you stay well
  • 401(k) Program: Employer contributions available after one year
  • Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more

At American Airlines, we value diversity and inclusion. Our Employee Business Resource Groups connect our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.



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