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!

• ​This job is a member of the Customer Planning Team within the Customer Experience Division.
• Acts as liaison between operational and commercial work groups to ensure effective collaboration, keeping customer focus and revenue maximization in mind.
• Responsible for oversight of a service recovery operational call center that includes leading, motivating and developing a team of coordinators that support front-line operations.

• Responsible for overseeing the day-to-day operational role at Day of Departure
• Responsible to support all Coordinators ensuring; proper coaching, developing, and mentoring
• Maintains attendance records, staffing requirements, and develop effective bid schedules for teams
• Collaborate with all Service recovery teams the IOC, Revenue Management, Reservations, Airport Operations and frontline team members and leaders to ensure elevated customer experience
• Enforce adherence regulatory requirements, and identify strategies to automate manual processes
• Accountable for all administrative roles related to team members’ needs and department objectives
• Support operational projects identified / assigned strategic goals and ensure timely completion
• Ensure to identify best practices to maximize revenue/profit opportunities for short- and long- goals
• Must resolve customer issues effectively by balancing customer experience and revenue protection
• Identifies extra flying needs, and inventory strategies to recommend to IOC where revenue warrants
• 24/7 operations, rotating shift, holiday, weekend aligned with operational / team oversight

Minimum Qualifications- Education & Prior Job Experience

• ​Bachelor’s degree or equivalent experience/training
• 4 years of operation, leadership role, and analytical skills

Preferred Qualifications- Education & Prior Job Experience

• Experience in a management capacity, leading and developing others
• Understanding of airport operations or contact center experience,

Skills, Licenses & Certifications

• QIK knowledge required, and Native Sabre skills preferred,
• Ability to select, train, guide, lead, and motivate employees in a dynamic 24/7 operation
• Ability to project manage, and handle multiple projects concurrently
• Ability to be a team player and collaborator with the ability to perform well under stress
• Consistently supports and promotes corporate objectives

• Ability to effectively communicate both verbally and in writing with all levels within the organization
• Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate. HR (working with the operation) ordinarily first speaks with the team member directly and they mutually identify the physical demands of the job that are or may be impacted by the employee’s obvious or known condition. Then, if necessary, HR would request medical documentation from the team member’s treating physician or others to confirm the employee’s ability to perform those essential job functions safely and successfully.

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

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.