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Director, Customer Operations
American Airlines
Washington, DC, United States
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Director, Customer Operations (DCA)
Overview
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 American Airlines. 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, American Airlines 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
• Plans, directs and coordinates all phases of Customer Operations at Airport
• Oversight of services provided by business partners such as cabin cleaning, cargo, TSA, Catering, regional carriers, IROPS partners, to promote peak operating efficiency of airline operation.
• Operational responsibilities include but not limited to departure dependability, baggage handling performance, customer experience, budget and adhoc analysis.
• Interfaces and collaborates with Staff, Aircraft Maintenance, Regional Operations, Facilities, Tower Operations, Premium Service, Flight, Flight Service, Sales, etc.
• Develops and directs service programs to ensure optimum product delivery in customer service quality and departure dependability
• Optimizes manpower, equipment, facilities and funds for Customer Operations
• Demonstrates and cultivates collaborative relationships across all work groups and teams
• Establishes workable set of quality controls, regulatory agencies, other stations and staff groups
• Monitors and develops performance metrics to enhance sustainable delivery of customer operations goals
• Action oriented results-driven leader with a natural aptitude for engaging employees. Energetic leader that is driven for results.
• Flexibility and creativity to adjust to dynamic situations while effectively modeling executive leadership attributes.
Qualifications
• Experience managing front line leaders preferred
• Action oriented, results-driven leader with a natural aptitude for engaging employees across multiple workgroups
• Prior experience in the application of budgetary knowledge to drive business results operational background in a leadership role
• Positive approach to problem solving ability to build and facilitate relationships at all levels of the organization, both internally and externally. Ability to think strategically, weighing long-term implications and solutions.
• Thorough understanding of the budget process, headcount and staffing required
• Demonstrated proficiency in identifying areas for improvement in a large-scale operation, and ability to advocate and manage change
• Strong analytical skills, labor relations experience including working knowledge of agents and collective bargaining agreements; experience implementing procedures and ensuring consistent service delivery
• Leads and serves a large and complex organization through management leaders, individual contributors and front line team.
• Bachelor's degree or equivalent work experience preferred