Job Description
Customer Service Manager, Airport Customer Care
This job is a member of the Customer Operations team within the Customer Experience Division. Responsible for analysis and reporting of operational performance, specifically baggage performance. This position will be a key piece of the development and implementation of baggage strategy in American’s second largest hub.
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
Your main responsibilities in this role include the following:
Duties and Responsibilities
Review and analyze operational and performance data with a special focus on baggage performance. This includes MBR, scanning compliance, baggage delivery times, etc.
Identify trends for process improvement and operational focus
Partner with key stakeholders to develop and implement process improvement plans
Build reports based on analysis using Excel, Tableau or other BI tool(s)
Engage all levels of the organization (frontline to senior leadership) to better understand constraints and opportunities around baggage performance
Investigate baggage failures through root cause analysis to determine opportunities around process and team member engagement
Present conclusions and recommendations to station leadership to improve performance and metrics
Work on a variety of adhoc projects as necessary
Job Requirements
Undergraduate degree in relevant field or equivalent experience/training
Knowledge of Microsoft Office to include MS Word, Excel and PowerPoint
Presentation building experience with PowerPoint
Excellent Interpersonal skills
Excellent analytical skills
Dashboard creation with Tableau, SQL or other business intelligence tool(s)
1 year of airline experience with a preference towards experience in a hub environment
1 year in an analytical role
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