Duty Manager - Airport Customer Experience Administration

1w1 week ago

American Airlines

New York City, US · Full-time · $71,000 – $100,000

About this role

Join the American Airlines family to travel the world, grow your expertise, and tackle challenges with flexibility. This role is part of the Customer Experience administration team, leading management and support staff responsible for lost time, agent/clerk staffing, payroll, training, and team support. Explore possibilities both at work and during time off.

Facilitate station training needs with recurrent, ad hoc, and system initiatives. Oversee agent/clerk requirements for overtime, in-station, and system transfers to support operations. Work with local Management, Station Services, and Workforce Planning to maintain budgeted headcount.

Manage new hire, transfer, and termination system execution using Oracle, SHARP, and Station Resources. Provide oversight of vendor partner performance and develop 3-5 main schedule bids per year. Handle supplies management, invoicing, and fueling responsibilities in a dynamic airport environment.

Lead and motivate employees while collaborating with Hub/Gateway and union leadership teams. Benefit from travel perks reaching 365 destinations on over 6,800 daily flights for you, family, and friends. Access health, dental, vision benefits on day one, plus wellness programs to become your best self.

Requirements

Bachelor’s Degree in related field or equivalent experience and/or training
2 years of airport operational background with experience in assessing manpower needs, administering bids, and understanding staffing models
Ability to lead and motivate employees and work closely with Hub/Gateway and union leadership teams
Exceptional organization and planning skills with attention to detail
Ability to identify opportunities for improvement and implement strategic initiatives under time constraints
Ability to digest complex fact scenarios and develop compelling business cases
Knowledge of presentation and communication skills - direct, persuasive, and diplomatic
Knowledge in Microsoft Excel, Outlook, PowerPoint, and Word

Responsibilities

Facilitate station training needs with recurrent, ad hoc, and system training initiatives
Oversee agent/clerk requirements for overtime, in-station, and system transfers to support operational needs
Work with local Management (Customer Care and Customer Operations), Station Services, and Workforce Planning to maintain budgeted physical headcount
Oversee new hire, transfer, and termination system execution (Oracle, SHARP, Station Resources)
Provide oversight of vendor partner performance
Develop, process, and manage 3-5 main schedule bids per year
Oversee supplies management, invoicing, and fueling responsibilities

Benefits

Travel Perks: Reach 365 destinations on more than 6,800 daily flights across global network for you, family, and friends
Health Benefits: Day one access to health, dental, prescription, and vision benefits, virtual doctor visits, and flexible spending accounts
Wellness Programs to help you become the best version of yourself