Duty Manager, Airport Customer Operations

About the position

As a Duty Manager in Airport Customer Operations at American Airlines, you will play a pivotal role in one of our largest hub operations. This position is designed for individuals who are ready to take on leadership responsibilities and ensure the efficient use of resources to maintain operational performance. You will be responsible for overseeing the observance of all company and departmental procedures, particularly those related to safety and security. This role is part of the Hubs & Gateways Team within the Customer Experience Division, where you will have the opportunity to tackle challenges with flexibility and grace, while also advancing your career and personal growth. In this position, you will lead and develop a team of leaders who are responsible for planning and executing assignments through advanced technology such as GSRealTime. You will manage multiple software programs simultaneously to analyze operations and determine the best course of action throughout the day. Your ability to solve complex staffing situations will be crucial in mitigating risks and driving results. Collaboration with Admin and Operations leaders will be essential to ensure that resources are effectively planned and applied where they are most needed. Strategic thinking will be a key component of your role, as you will be expected to develop reports and identify opportunities for process improvements that drive performance. Communication will also be vital, as you will need to convey procedural changes to Customer Service Managers and other team members. Ensuring compliance and accountability will be part of your responsibilities, as well as guiding the development of Customer Service Managers and identifying trends and developmental opportunities for team members. You will also assist with the interview and selection process for Customer Service Managers, solicit feedback from team members, and foster positive relationships across departments. Conducting grievance hearings and serving as a grievance hearing officer when necessary will also be part of your duties. This role is not just about managing operations; it?s about creating an inclusive and engaging work environment where team members can thrive and contribute to the success of American Airlines.

Responsibilities
? Lead and develop a team of leaders responsible for planning and executing assignments through technology such as GSRealTime.
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? Manage multiple software programs simultaneously to quickly analyze the operation and determine the best course of action throughout the day.
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? Solve complex staffing situations to mitigate risks and drive results.
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? Lead and collaborate with Admin and Operations leaders to ensure resources are planned and applied where they are most needed.
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? Think strategically, develop reports and identify opportunities to improve processes to drive performance.
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? Communicate procedural changes to Customer Service Managers and other team members.
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? Ensure compliance and accountability follow-through, and support as an escalation point.
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? Guide the development of Customer Service Managers.
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? Identify trends and team member developmental opportunities; design and implement methods to increase/improve performance.
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? Assist with Customer Service Manager interviews and selections.
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? Solicit ideas and/or feedback from team members and accept accountability for follow-through.
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? Foster positive relationships, drive engagement, and collaboration between allocators and frontline, as well as across departments.
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? Conduct grievance hearings and serve as a grievance hearing officer as necessary.

Requirements
? High school diploma or GED equivalency.
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? 3 years airline supervisory experience.
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? 3 years airline operations experience.
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? Self-motivated and detail-oriented team player.
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? Excellent interpersonal skills.
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? Ability to perform in a fast-paced environment while maintaining a professional and effective approach in stressful situations.

Nice-to-haves

Benefits
? Health insurance
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? Dental insurance
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? Flexible spending account
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? Employee assistance program
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? Vision insurance
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? Pet insurance
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? Travel perks including access to 365 destinations on more than 6,800 daily flights
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? Wellness programs
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? 401(k) Program with employer contributions after one year
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? Discounts on hotels, cars, cruises and more

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