Customer Care Director

4 weeks ago


Washington, Virginia, United States American Airlines Full time
Director, Customer Care - DCA

As a key member of our American Airlines team, you will lead the overall operations of the customer care group, ensuring exceptional customer experiences across all touchpoints. Your strategic vision and leadership skills will drive the development of clearly defined strategies to make our station best in class, while fostering a culture of inclusion, diversity, and development for team members.

Key Responsibilities:
  • Lead the customer care group, overseeing customer experience, departure dependability, baggage handling performance, and international arrivals
  • Develop and implement performance metrics to enhance sustainable delivery of customer care goals
  • Optimize trained manpower, equipment, facilities, and funds for Customer Care
  • Manage departmental budget and cost control, ensuring accuracy and accountability for overall resource management
  • Seek opportunities for continuous improvement, implementing initiatives to increase revenue, reduce cost, gain efficiencies, and improve customer service and employee experience
Requirements:
  • Bachelor's degree or equivalent work experience
  • 7 years of leadership experience managing cross-departmental teams
  • Experience in Customer Care/Passenger Service at a large airport or hub required
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
What We Offer:
  • Travel Perks: Explore the world with our global network of 365 destinations
  • Health Benefits: Access to health, dental, prescription, and vision benefits, plus virtual doctor visits and flexible spending accounts
  • Wellness Programs: Tools and resources to support your well-being
  • 401(k) Program: Employer contributions available after one year

At American Airlines, we value diversity and inclusion, and we're committed to creating an environment where everyone can thrive. Join our team and be part of a dynamic workforce that's dedicated to delivering exceptional customer experiences.



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