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Director, Customer Experience Leader
2 months ago
We are seeking a highly skilled and experienced Director, Customer Care - DCA to lead our customer care group at American Airlines. As a key member of our team, you will be responsible for driving exceptional customer experiences and peak operating efficiency.
Key Responsibilities- Customer Experience Leadership: Oversee the overall operations of the customer care group, ensuring that customer needs are met and exceeded.
- Operational Excellence: Coordinate daily activities with departments throughout the airport environment to promote peak operating efficiency.
- Performance Metrics: Monitor and develop performance metrics to enhance sustainable delivery of customer care goals.
- Resource Management: Optimize trained manpower, equipment, facilities, and funds for Customer Care.
- Budget and Cost Control: Oversee and manage departmental budget and cost control, ensuring accuracy and accountability for overall resource management.
- Continuous Improvement: Seek opportunities for continuous improvement, implementing initiatives to increase revenue, reduce cost, gain efficiencies, and improve customer service and employee experience.
- Collaboration and Communication: Demonstrate and cultivate collaborative relationships across all work groups and teams, and establish and maintain open communication and a collaborative relationship with all levels of union leadership.
- Compliance and Governance: 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.
- Government Affairs Support: Provide support to the Government Affairs team as needed in a high-visibility station which frequently interacts with government officials and agencies.
- Education and Experience: Bachelor's degree or equivalent work experience, with 7 years of leadership experience managing cross-departmental teams, and experience in Customer Care/Passenger Service at a large airport or hub.
- Leadership Skills: Ability to coach, mentor, and serve as a role model for all team members, and ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills.
- Union Management Experience: 3 years of experience managing a unionized frontline workgroup.
- Budgetary Knowledge: Experience in the application of budgetary knowledge to drive business results.
- Procedure Implementation: Experience implementing procedures and ensuring consistent service delivery.
- Airline Industry Knowledge: Experience with airline industry collective bargaining agreements.
- Manpower Systems: Understanding of manpower systems currently in use.
- Leadership and Coaching: Ability to create and sustain a culture that encourages self-development, growth, and performance excellence.
- Interpersonal and Communication Skills: Ability to use an unbiased, rational approach to find root causes of issues and generate solutions, and ability to build and facilitate relationships at all levels of the organization, both internally and externally.
- Project Management: Excellent project management skills.
- Technical Skills: Proficient with Microsoft Office software.
- Adaptability and Flexibility: Ability to work a varied schedule and ability and willingness to remain current with industry practices and developments.
We value diversity, equity, and inclusion, and are committed to providing 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.
