Airport Operations Manager for Customer Experience

1 week ago

Edmond, Oklahoma, United States American Airlines Full time

Job Overview:

American Airlines is seeking an experienced Airport Operations Manager to lead our Customer Experience Division at Will Rogers World Airport in Oklahoma City, OK.

About the Role:

This is a key leadership position responsible for ensuring a high-performing operation by leading, engaging, coaching, and developing front-line team members. The successful candidate will be responsible for supporting their teams' efforts in creating a safe, reliable operation while delivering an elevated customer experience.

Key Responsibilities:

  • Drive operational excellence through effective leadership, coaching, and mentoring of team members.
  • Create an environment that cares for frontline team members and celebrates team successes.
  • Lead airport teams to perform work in a safe, efficient manner and in compliance with Federal, state, and local regulations, including DOT, FAA, and other government agencies.
  • Provide exceptional support to frontline team members through various mechanisms to deliver superior customer service.
  • Coach and mentor frontline team members in skill development, customer service elevation, and company culture behaviors.
  • Promote mutual respect and trust between frontline team members.
  • Establish and promote effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect, and dignity.
  • Provide direction and appropriate support structure using effective resources to enable the team to deliver high performance.
  • Assess operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels.
  • Ability to work extra hours when there are operational needs.
  • Ability to work rotating shifts, including weekends, holidays, and days-off.

Requirements:

  • High School diploma or GED equivalency.

Preferred Qualifications:

  • Previous airport customer service experience.
  • 2 years of experience leading others.
  • Knowledge of company policies and procedures and functional automation applications.

Skills and Licenses:

  • Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment.
  • Ability to actively listen and give full attention to what other people are saying.
  • Critical thinking ability to identify strengths and weaknesses of alternative solutions.
  • Ability to monitor and assess performance of self, team members, and the operation.
  • Strong decision-making skills.
  • Ability to work independently and collaboratively.
  • Ability to work under demanding operational conditions.
  • Ability to prioritize and execute tasks with a sense of urgency and preciseness.
  • Ability to use sound business judgment to resolve issues with internal and external customers.
  • Ability to coordinate station activities and collaborate with multi-functional departments and agencies.
  • Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc.
  • Has USPS clearance or the ability to obtain USPS clearance.

What We Offer:

  • Estimated salary range: $60,000 - $80,000 per year, depending on experience.
  • Travel perks: Reach 365 destinations on over 6,800 daily flights across our global network.
  • Health benefits: Access to health, dental, prescription, and vision benefits from day one.
  • Wellness programs: Tools and resources to help you stay well.
  • 401(k) program: Employer contributions available after one year.
  • Additional benefits: Employee Assistance Program, pet insurance, discounts on hotels, cars, cruises, and more.

Inclusion and Diversity:

American Airlines values inclusion and diversity, offering a dynamic workforce where everyone can thrive and reach their full potential. Our Employee Business Resource Groups connect team members to customers, suppliers, communities, and shareholders, promoting an inclusive work environment that meets diverse world needs.

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