Manager, Airport Customer Care at American Airlines Los Angeles, CA

Manager, Airport Customer Care

Los Angeles, CA.

Responsible for managing, developing, and coordinating all customer–related activities to ensure the highest level of customer satisfaction and experience as part of the Hubs and Gateways Team within the Customer Experience Division.

• Oversee day‑to‑day customer service operations, including oversight of the ticket counter and gate activity in multiple facilities.
• Ensure efficient use of resources to achieve operational performance targets.
• Enforce all company and department procedures, including safety and security.
• Review staffing requirements and bid schedules for all employees.
• Communicate procedural changes to Customer Service Managers and frontline employees.
• Monitor and analyze trends to achieve on‑time performance.
• Mentor and develop employees.
• Identify areas requiring improvement.
• Develop and implement processes to achieve improved efficiency and productivity.
• Enhance vendor relations and ensure contractual obligations are performed.
• Ensure all internal audit requirements are in compliance.
• Develop an annual expense plan and monitor the budget.
• Assist with interviews and selection of Customer Service Managers/Customer Service Supervisors.
• Work rotating shifts, including nights, weekends, and holidays.
• Complete other duties as required.

• Bachelor's Degree in Business Management or relevant field, or equivalent experience/training.
• 3 years of work experience in airline customer service supervisory capacity.

• None specified.

• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Excellent analytical skills and proficient use of PC‑related software.
• Strong leadership and organizational skills.
• Ability to multi‑task and handle shifting priorities within a fast‑paced, dynamic work environment and tolerate high‑stress situations.
• Ability to effectively delegate work assignments and manage large groups of employees.
• Ability to fulfill FAA criminal background checks for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
• Applicable valid driver’s license as required by local authorities, if applicable.

• Travel Perks: access to 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits:
  
  access to health, dental, prescription, and vision benefits on day one, plus virtual doctor visits, flexible spending accounts, and more.
• Wellness Programs: support to become the best version of yourself.
• 401(k) Program: available upon hire, employer contributions after one year, depending on workgroup.
• Additional Benefits:
  Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.

This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.