Duty Manager, Flight Service (Charlotte, NC, US)

Location: Charlotte/Douglas Intl Apt (CLT-TRML) 
Additional Locations: None
Requisition ID: 36000 

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

• ​This job is a member of the Flight Service Team, within the Customer Experience Division.

• Responsible for providing support to Flight Attendants and facilitating the enhancement of the customer experience by achieving on time departures with the incorporation of assisting at the gate prior to departure and by maintaining a visible terminal presence; not just as an ancillary responsibility, but also as a required and essential aspect of the job.

• This job also serves as part of the daily operational function with a consistent terminal presence. This responsibility will be assigned in accordance with shifts and encompassed within will be daily metrics and accountability tied to the respective terminal zones.

What you'll do

• ​Acts as the liaison with local and system departments, e.g. IOC, Control Center (Tower), Customer Care, Crew Scheduling, Customer Ops, Daily Ops, Catering, Cabin Appearance, Business Partners and the Flight Department
• Implements selected policies, as well as ensuring established guidelines are followed and enforced
• Handles customer service questions and provides Flight Service Management with assistance for inbound and outbound flights
• Responds to Flight Attendant injuries and aircraft emergencies by providing appropriate guidance and support
• Conducts coaching and counseling as appropriate, and escalates when necessary
• Handles Flight Attendant reasonable cause drug and alcohol testing
• Assists with administrative duties, such as delay investigations, daily and monthly reports pertaining to operational activities
• Provides Flight Attendant Tablet support
• Notifies rescheduled and reassigned Flight Attendants’ traveling through the base
• Reviews flights and check for potential crew misconnects
• Coordinates with Crew Scheduling/Tracking for pre-boarding of flights or re-crewing, if necessary
• Proactively send Duty Managers and Flight Service Managers to ramp flights in order to mitigate delays
• Investigates and documents Right Start, IPD (International Premium), IFS (International Flagship Service) delays; also responsible for investigating and documenting Catering delays 15 minutes or greater
• Provides status of department and communicate any irregularity, which may impact the daily operation to the Flight Service team

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• ​High School diploma or GED equivalency
• PC, Sabre, DECS, and RES experience
• Flight Service or Crew Schedule experience

Preferred Qualifications- Education & Prior Job Experience

• ​N/A

Skills, Licenses & Certifications

• ​Ability to make independent decisions using their own judgement skills
• Ability to work all shifts, holidays, and overtime as required. Requires rotation of shifts and days off
• Knowledge and understanding of working with a contract labor group
• 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, if applicable

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.

Additional Locations: None
Requisition ID: 36000 

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