Manager, Airport Customer Experience Administration

American Airlines - Miami, FL4.1

30+ days ago
Location: Miami Intl Apt (MIA-TRML)
Additional Locations: None
Requisition ID: 21191


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Hubs & Gateways Team within the Customer Experience Division. This position will be responsible for leading a group of management and support staff responsible for all aspects of Customer Experience staffing.

Specifically, you'll do the following:
Partners with Manpower Planning (HDQ) and CE Finance to make sure that airport has the proper staffing models and headcount levels approved
Works with the admin team to build the Agent and CAR shift and vacation bids
Ability to learn the new JCBA contract and be a subject matter expert for educating the front line leaders and maintaining strategic conversations including grievance forums
Maintains budgeted headcount to support the customer service operation by overseeing the agent in-classification and out-of-classification transfers and new-hire process
Works with the Customer Service management team, local training department, FSU and Talent Services for filling vacancies
Manages the agent overtime office for offering overtime and part-time extensions to support operational needs
Ensures staffing is sufficient to meet seasonal needs, holidays and “flex flying”
Creates opportunities to reduce costs during slower seasons as well as reduced flying days
Works to develop new automated tools to reduce the workload or to advance the organization and make smarter decisions not only impacting the operation but also enhancing the employee experience

Required Qualifications

Bachelor's degree or equivalent experience
5 years of business, operational and financial background with experience in assessing manpower needs, administering bids along with a good understanding of staffing models

Preferred Qualifications

Experience with Hyperion Essbase
Experience managing multiple labor agreements
Knowledge of Microsoft Office to include Word, Excel, Outlook, etc.
Ability to develop, lead and motivate employees as well as work closely with both airport and union leadership teams
Ability to identify opportunities for improvement as well as having prior success in implementing strategic initiatives
Strong presentation, organization and planning skills
Ability to develop compelling business cases
Strong leadership and interpersonal skills
Additional Locations: None
Requisition ID: 21191