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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 part of the Reservations Team within the Customer Division.
• Responsible for the operational performance versus goals of the Phoenix and Tucson Reservations Teams, as well as taking part in the development of the strategic future of Reservations.
• Responsible for training, motivating and developing a team of managers to lead customer service representatives to implement and carry out the objectives of the organization.

What you'll do

• Directs and coordinates department activities through subordinate Customer Care Managers (CCMs) and Managers, Customer Experience – Reservations
• Communicates business strategies; provides clear direction and expectations to assist in meeting all business strategies
• Assigns or delegates responsibility for specified work or functional activities and disseminates policy to CCMs and/or Managers
• Evaluates current procedures and practices for accomplishing department objectives and also develops and implements improved policies and practices that keeps the office proactive, competitive and the front-runner in customer service handling
• Interfaces with all other Customer Experience/Marketing/Operational departments as necessary to discuss issues and create resolution for impediments to providing world class customer service
• Reviews and analyzes reports, records and directives, and confers with CCMs and/or Managers to obtain data required for planning department activities, such as new commitments, status of work in progress and problems encountered
• Gives work directions, resolves problems and sets deadlines to ensure timely completion of work
• Trains, coaches and mentors subordinate CCMs and Managers to achieve individual and corporate goals; develops a high-performance culture, supporting specific, key performance measures
• May initiate or authorize employee hire, promotion, discharge or transfer
• When applicable, may be required to work rotating shifts, nights, weekends and holidays

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree or equivalent experience/training
• 7 years of related work experience
• Prior management experience

Preferred Qualifications- Education & Prior Job Experience

• N/A

Skills, Licenses & Certifications

• Knowledge of AA policies and procedures
• Familiarity with functional area
• Strong interpersonal, communication and computer skills
• Ability to lead management, non-management, large and contract labor work groups
• Ability to concurrently handle multiple responsibilities

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.