Director, Customer Operations

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American Airlines is seeking a Director, Customer Operations in Fort Worth to lead ramp and customer operations with a focus on leadership, efficiency, and collaboration with unions and regulators. You will oversee operations, coordinate with partners, develop frontline leaders, monitor performance metrics, manage budgets, pursue continuous improvement, and ensure regulatory compliance with TSA, OSHA, FAA, and the DOT. Ideal candidates have a bachelor’s or equivalent, 7+ years of cross-functional leadership, 3+ years in a unionized frontline, large hub airport ops experience, plus budget and procedure expertise. To apply, tailor your resume to quantify results, showcase change management and cost control, highlight coaching, and mention willingness to work nights and weekends.

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!

Why you'll love this job

The Director, Customer Operations provides overall leadership to the Customer Care organization, develops clearly defined strategies to make the station best in class, and strengthens the culture of inclusion, diversity, and development for team members across the organization.

What you'll do

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.

• Leads the overall operations of the ramp and customer operations group, including coordination of line cargo and baggage management; oversees all facets of outstanding customer service delivery throughout the operating day
• Coordinates the overall daily activities pertaining to AA, as well as coordination with partner regional carriers and other airline partners in the terminal
• Partners with internal and external airport stakeholders to promote peak operating efficiency of airline operation
• Ensures professional development of frontline leaders and crew chiefs by implementing training opportunities, providing ongoing mentorship, and supporting opportunities for career advancement
• Monitors and develops performance metrics to enhance sustainable delivery of customer operations goals
• Optimizes deployment of manpower, equipment, facilities, funds, and other resources towards the accomplishment of station goals for Customer Operations
• Oversees and manages departmental budget and cost control, including forecasting, in order to ensure accuracy and accountability for overall resource management
• Seeks opportunities for continuous improvement; provides recommendations and implements initiatives to reduce cost, gain efficiencies, and improve customer service and employee experience
• Establishes and maintains open communication and a collaborative relationship with all levels of union leadership
• Coordinates with various regulatory agencies, such as US Customs, TSA, and Airport management
• Ensures AA remains in compliance with all governmental requirements, such as OSHA, TSA, FAA, and Department of Transportation, through the development and implementation of procedures

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree or equivalent work experience
• 7 years of leadership experience managing cross-departmental teams
• 3 years of experience managing a unionized frontline workgroup
• Experience in Customer Operations/Ramp Service at a large airport or hub required
• Experience with airline industry collective bargaining agreements
• Experience in the application of budgetary knowledge to drive business results
• Experience implementing procedures and ensuring consistent service delivery

Skills, Licenses & Certifications

• Demonstrates the highest standards of ethics and integrity
• Ability to coach, mentor, and serve as a role model for all team members
• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups
• Ability to create and sustain a culture that encourages self-development, growth, and performance excellence
• Ability to motivate front-line leaders and front-line team members to align around operational goals and deliver results through teamwork and individual accountability
• Ability to creatively seek opportunities that will improve the way that things are done, embrace and initiate change, and positively challenge established work practices for the benefit of the organization and customers
• Ability to use an unbiased, rational approach to find root causes of issues and generate solutions
• Ability and willingness to advocate for and manage change, while productively and proactively guiding the team to accept and adapt to dynamic situations
• Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions
• Ability to build and facilitate relationships at all levels of the organization, both internally and externally 
• Excellent verbal and written communication skills, with ability to handle complex topics comfortably and to effectively and clearly communicate a strategic and tactical vision to all levels within the organization
• Understanding of manpower systems currently in use
• Excellent project management skills
• Proficient with Microsoft Office software
• Ability to work a varied schedule, including nights, weekends, and holidays
• Ability and willingness to remain current with industry practices and developments

What you'll get

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

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.