About the position
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 System Customer Service Manager (SCSM) team within the Integrated Operations Center (IOC). Responsible for leading customer service recovery efforts supporting the IOC, airports, and additional departments during regular/irregular flight operations. Responsible for consulting and coordinating with all stakeholders at the IOC, including dispatch, various service recovery departments, airport teams, and partner operation centers, that help support our passenger experience, maintain customer recovery integrity, and ensure excellent customer service.
Responsibilities
- Communicates system irregularities to the appropriate parties.
- Consults / coordinates with IOC operational teams to make operational decisions and recommend customer friendly solutions when appropriate.
- Assists stations and hubs with irregular operations to determine best solutions for customers when applicable.
- Compiles and disseminates operational reports to various stakeholders.
- Communicates and coordinates recovery efforts across many groups particularly with customer support departments.
- Participates in daily ops conference calls.
- Escalate significant issues impacting customer, IROP events, Diversions.
- Assists Dispatchers with station contact needs during diversions.
- Assists with proactive notification to customers and internal American departments.
- Supports and participates in emergency handling processes during EMG Event.
- Handles AA Auto Reaccom tool to rebook disrupted passengers due to flight cancellations and delays.
- Coordinates with Airports & RES to accommodate disrupted passengers.
- Manages inventory, including adding extra sections and equipment upgrades during flight cancellations.
- Develops and suggests innovative solutions to customer service recovery issues real-time.
- Must consistently promote corporate objectives and the RCA Strategy (Reliability Convenience and Appearance).
Requirements
- High school diploma or GED equivalency.
- Airport customer service experience.
- Experience in management capacity, leading and developing others.
Nice-to-haves
- College degree or equivalent experiences.
- Must be flexible and able to work schedule that requires to support 24X7 operation.
- Operational and Customer Service experience.
Benefits
- Travel Perks: You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
- Health Benefits: Access to health, dental, prescription and vision benefits from day one.
- Wellness Programs: Support to be the best version of yourself.
- 401(k) Program: Available upon hire with employer contributions after one year.
- Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.
