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Director, AAdvantage Customer Service
Join us for a career with endless possibilities.
Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.
You don’t have to be an airline aficionado to join Company. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, Company is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.
What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.
Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.
About The Job
This position will be responsible for leading the AAdvantage Customer Service team in delivering best in industry servicing for our loyal customers. This job will also stay abreast of marketplace and industry trends in loyalty as well as customer sentiment for Company and the AAdvantage program.
Specifically, you'll do the following:
Implements processes, policies and practices to keep the company proactive, competitive and the front-runner in customer service handling
Leads, motivates and holds accountable AAdvantage Customer Service team members to achieve organizational service standards and revenue goals, resulting in added value for Company
Establishes departmental culture which fosters professional development
Develops direct reports through coaching, counseling and providing growth experiences and/or opportunities
Develops and implements strategic initiatives to increase member satisfaction, business unit productivity and revenue generation
Drives achievement of right-response, right-time in all member interactions
Uses employee performance recognition to support and/or promote proactive, effective and cost efficient customer handling, optimizing for efficiency, customer service levels and AAdvantage program growth
Influences priorities and drives technology projects that improve efficiencies, reduce costs and enhance AAdvantage member servicing
Serves as the Voice of the Customer throughout Company to improve strategies, decisions and outcomes
Performs other duties as required
Bachelor’s Degree, preferably in Business Administration or Management or equivalent training/experience
Masters of Business Administration (MBA) or advanced degree preferred
Minimum of 7 years’ experience at a manager or higher level of authority with oversight of a medium to large workforce
Proven leadership abilities and strong employee management skills
Proficient in Microsoft Word, Excel, Outlook, Access and other Company systems, as needed, such as Dbase programs
Ability to effectively manage multiple projects simultaneously
Excellent organizational skills
Strong written and verbal communication skills, as well as excellent interpersonal skills
Ability to effectively work with all levels of management, internally and externally
Professional packaging/presentation skills to all levels of management
Good attention to detail
Strong analytical abilities
Self-motivated and results-oriented
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