Job Description
General Manager, Airport Customer Experience
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.
Benefits and Offers
Feel free to take advantage of all that American Airlines has to offer:
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Duties and Responsibilities
Your main responsibilities in this role include the following:
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
Job Requirements
Bachelor’s degree in related field or equivalent work experience
Minimum 6 years airline operations experience
Preferred Qualifications- Education & Prior Job Experience
Ability to take initiative to act upon and adapt to a fast-paced environment
Ability to deliver key corporate messages across all workgroups
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 drivers license
Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA)
Must be able to secure appropriate airport authority and/or US Customs security badges
Must successfully complete comprehensive background and/or fingerprint checks to satisfy security requirements and subject to Department of Transportation (DOT) drug and alcohol testing
4 years in supervisory or management capacity
Knowledge of managing an operating budget
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