Sr Manager, Service Recovery

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! The Senior Manager, Service Recovery carries out the customer service recovery strategy of American in the daily operation of Service Recovery via direct and indirect reports. They implement routine and contingency operational plans, ensures goals are met with respect to productivity, quality, response times, compensation, and provides support for recognition. This position liaises with other department leaders to advance goals of the department. Drives change, process improvement, efficiency, and employee engagement in Service Recovery.

Responsibilities

• Acts as a point person for crisis management/brand protection issues and senior leadership escalations from customers
• Implements routine and contingency operational plans to ensure consistent customer service levels
• Monitors performance against objectives weekly and adjusts tactics as needed
• Delivers on regulatory requirements and deadlines
• Leads continuous improvement efforts related to productivity, quality and other KPMs
• Leads the proactive service recovery efforts of the department
• Liaises with other department leaders and other key business leaders to advance goals of the department and seeks efficiencies
• Keeps the focus and momentum on improving the customer experience
• Drives superior customer service, to position American Airlines as the leader in service recovery
• Manages, motivates, and holds accountable Service Recovery Staff for optimum customer service levels
• Helps develop and implements business plans to support and/or promote proactive, effective, and cost-efficient customer handling
• Reviews, evaluates, and/or designs reports and customer scorecards for clear and meaningful measurement that drives action
• Develops direct reports through coaching, counseling, and providing growth experiences and/or opportunities
• Establishes and promotes a diverse and inclusive culture that fosters professional development
• Some travel required; other duties as assigned

Requirements

• Bachelor's Degree, preferably in Business Administration or Management, or equivalent work experience
• 7+ years' leadership experience with oversight of a medium to large workforce

Nice-to-haves

• Masters of Business Administration (MBA) or advanced degree preferred
• 3 years' experience leading teams in a contact center environment preferred

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 and resources to help you 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.