Customer Service Manager, Control Center (Washington, DC, US)

Location: Reagan National Apt - Apt Auth (DCA-TRML) 
Additional Locations: None
Requisition ID: 29333 

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

​​This job is a member of the Hubs & Gateways or Stations Team within the Customer Experience Division. This position will be responsible for ensuring a high performing operation by leading, engaging, coaching and developing front-line team members. Also responsible for supporting their teams' efforts in creating a safe, reliable operation while delivering an elevated customer experience.

 

Specifically, you’ll do the following:

• Supports management in the daily operation of the department and assists with employee training and evaluation. 
• Coordinates with all departments to ensure operational needs are met to achieve and assure a safe, efficient, economical and on-time operation with efficient utilization of available aircraft, facilities, equipment and personnel. 
• Coordinates station activities with IOC on cancellations, delays, equipment routing, crew issues, aircraft moves, etc. 
• Makes decisions concerning equipment changes, gate parking, passenger handling, cargo handling and accommodation, fueling, connections and other matters related to routine and delayed operations. 
• Operates the station Gate Management System – ASCENT Program, which directly impacts station performance. 
• Monitors safety of ramp traffic operations and must have a clear understanding of ramp traffic management. 
• Completes and maintains required departmental records including agent performance and attendance.
• Supervises employees who scan, transport, and sort mail, and who load and unload mail to and from ground equipment and aircraft.

Qualifications

Required Qualifications

• High School diploma or GED equivalency
• Strong quantitative, analytical, and problem solving skills, as well as excellent organization abilities
• Ability to work effectively under pressure and prioritize responsibilities
• In-depth knowledge of airline customer experience functions
• Demonstrated ability to effectively handle multiple, concurrent duties with minimal supervision
• Excellent interpersonal, written, and verbal communication skills
• Computer skills, including working knowledge of MS Office – Excel, Powerpoint and Word
• Working knowledge of Sabre Gateplan, RES and DECS would be beneficial
• Must possess substantial experience in both RES and DECS modes of Sabre and PC applications
• Must have excellent verbal communication skills and the ability to take charge in trying circumstances
• Must have the ability to make quick decisions on a minute’s notice and work well under pressure
• Must be able to read, write, fluently speak and understand the English language
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Must be able to secure appropriate airport authority and/or us customs security badges, if applicable
• Must be able to obtain USPS clearance, which includes cleared drug screen, criminal history, fingerprinting and a 5-year US residency requirement

 

 

Qualifications (Continued)

Preferred Qualifications

• At least 3 years of airline experience with hub experience
• Extensive operational experience required with large city or hub exposure
• Knowledge of ASCENT program
• A thorough understanding of FLIFO/weather, crew assignment and Air Traffic Control procedures 

Additional Locations: None
Requisition ID: 29333 

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