Airport Operations Manager

3 weeks ago

New York, New York, United States American Airlines Full time
Job Title: Airport Operations Manager

Location: John F Kennedy Intl Apt (JFK-TRML)

Cities: New York City LGA - NY, New York City JFK - NY

Requisition ID: 75397

About the Role

We are seeking an experienced Airport Operations Manager to oversee the Premium Guest Services (PGS) team within our Premium Airport Operations group. As a key member of our team, you will be responsible for ensuring that our guests have a superior experience at our airports.

Key Responsibilities
  • Oversee all aspects of running 4 clubs, Elite and 5 Star services in daily hub operation, including staffing, customer service, F&B product execution, vendor operations, facility maintenance, employee coaching/counseling, collective bargaining agreement and training initiatives.
  • Manage all local vendor relationships, including F&B, janitorial, laundry services, and ramp transfer driver ops, to ensure superior execution in service and product.
  • Receive, review, and disseminate all communications related to PCS operations, including training bulletins, departmental updates, and general airport/station advisories.
  • Liaise across multiple workgroups, including PCS Ops Strategy, Marketing, Loyalty, local Customer Care, Corporate Real Estate, and Facility Maintenance, to provide assistance as needed and ensure efficient local operations.
  • Maintain proper staffing levels through recruitment, hiring, and training of high-quality employees.
  • Act as the local point of contact to provide planning input and eventual implementation for all strategic company initiatives, including lounge update/renovation projects, product upgrades, and service improvement programs.
  • Interact with customers and handle escalations as necessary.
  • Communicate with Front-line employees, elite and high-value customers, station management, vendors, other internal HDQ partners, union and departmental leadership, and peer managers.
  • Coordinate daily lounge and elite service operations and direct all Premium Customer Services Representatives (PCSRs), management team, and contract vendors to ensure exemplary operations.
  • Responsible for all aspects of facility maintenance and lounge cleanliness and is key operational point of contact for large-scale construction projects.
  • Responsible for hiring, training, and supervising all personnel.
  • Coach and counsel employees, prepare and explain operating budget.
  • Manage all aspects of the operation and have accountability to goals pertaining to budget, performance, and customer service.
Requirements
  • Bachelor's degree in a related field or equivalent experience/training.
  • 2 years airline operations experience.
  • 2 years of demonstrated experience leading and managing teams.
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, flexible spending accounts, and more.
  • 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.
About American Airlines

We are a dynamic workforce that values inclusion and diversity. Our 20+ 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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