Executive Director of Customer Experience

2 months ago

Washington, Washington, D.C., United States American Airlines Full time
About This Role

We are seeking a highly skilled and experienced leader to serve as the Director of Customer Care at American Airlines. This is a critical role that requires a strong understanding of customer service principles and the ability to lead a team of professionals in delivering exceptional customer experiences.

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, both internal and external, to promote peak operating efficiency of airline operation.
  • 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, in order to ensure accuracy and accountability for overall resource management.
  • Seek opportunities for continuous improvement; provide recommendations 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.
  • Provide support to the Government Affairs team as needed in a high-visibility station which frequently interacts with government officials and agencies.
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.
  • 7 years of leadership experience managing cross-departmental teams.
Preferred Qualifications
  • 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.
Skills and Qualifications
  • 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 judgment and initiative in making decisions.
  • Ability to build and facilitate relationships at all levels of the organization, both internally and externally.
  • Excellent verbal and written communication skills, with ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization.
  • Excellent project management skills.
  • Proficient with Microsoft Office software.
  • Ability to work a varied schedule.
  • Ability and willingness to remain current with industry practices and developments.
  • Believes in and promotes the American Airlines five leadership attributes:
  • Caring – We care about all team members.
  • Collaboration – We succeed as a team.
  • Development – We build future leaders.
  • Results – We drive to be the best.
  • Future – We continually challenge the status quo.

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