General Manager, Airport Customer Experience

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.

Feel free to enrich both your personal and work life and hop on board!

• This job is a member of the Hubs & Gateways Team within the Customer Experience Division.
• Responsible for managing the operations, optimizing the business, leading the people and cultivating relationships with diverse audiences.

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Directs, manages and oversees daily airport operation activities to ensure safe, reliable and efficient service for our passengers and stakeholders.
• Assesses and executes appropriate resources to optimize station performance.
• Monitors, reviews, and reports station performance.
• Establishes relationships through engagement, collaboration and inclusiveness with internal and external stakeholders.
• Coordinates closely with local airport authorities and government agencies to ensure organization’s priorities, objectives and concerns are effectively represented.
• Manages scheduled, off‑scheduled and charter flight operations and meets performance goals.
• Acts as liaison between the Company and various organizations.
• Evaluates, identifies and recommends process improvement changes for a dynamic operational environment.
• Oversees, monitors and controls budget and manages overall financial administration.
• Leads, motivates and develops employees to perform in a safe, efficient, productive, professional manner and deliver superior customer service.
• Assumes responsibility of employee management – including hiring, conducting performance reviews, administering corrective action, salary administration, training, and career development.
• Maintains company standards of safety and security.
• Partners with vendors and contractors.
• Preserves integrity and ethical values as it relates to audits, compliance and regulatory mandates.

• Bachelor’s or Master’s degree in related field or equivalent training/experience.
• 7+ years of airline operations experience or relevant experience.

• 4 years in supervisory or management capacity.
• Knowledge of managing an operating budget.

• Ability to take initiative to act upon and adapt to a fast‑paced environment.
• Ability to deliver key corporate messages across all work groups.
• Exhibits strong organizational and time management skills with proven ability to handle multiple projects while meeting deadlines.
• Understands the importance of safety, compliance and regulatory standards associated with flight operations.
• Ability to work cohesively with collective bargaining units.
• Demonstrated collaborative ability across departments, business units, vendors and contractors.
• Ability to resolve issues with internal and external customers.
  
  Uses sound business judgment to make key decisions.
• Effective conflict resolution skills.
• Track record of exceptional supervisory, leadership and motivational skills.
• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint, etc.).
• Valid US driver’s license.
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA).
• Applicable valid driver’s license as required by local authorities, if applicable.
• Must be able to secure appropriate airport authority and/or US Customs security badges.
• Must successfully complete comprehensive background…