Sr Manager, Airport Operations Support and Customer Recovery (Phoenix, AZ, US)

American Airlines Group
Phoenix
Workplace: OnsiteFull timeFunction: Product ManagementEducation: bachelorsSkills: ["Leadership","Coaching","Talent development","Performance management","Communication"]

Lead the Day of Departure (DOD) and System Support Center (SSC) teams within Global Service Recovery, delivering 24/7 operational support and customer recovery across the network. Drive an integrated operating strategy that aligns customer recovery, airport support, and enterprise objectives, including real-time disruption mitigation. Set service standards and escalation protocols, analyze performance and recovery metrics, coach and develop leaders, and advance process and technology improvements to improve customer and team member experience.

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American Airlines Group
American Airlines Group
2 days ago

Sr Manager, Airport Operations Support and Customer Recovery (Phoenix, AZ, US)

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Job Summary

Lead the Day of Departure (DOD) and System Support Center (SSC) teams within Global Service Recovery, delivering 24/7 operational support and customer recovery across the network. Drive an integrated operating strategy that aligns customer recovery, airport support, and enterprise objectives, including real-time disruption mitigation. Set service standards and escalation protocols, analyze performance and recovery metrics, coach and develop leaders, and advance process and technology improvements to improve customer and team member experience.
Location: Phoenix
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead the Day of Departure (DOD) and System Support Center (SSC) teams, delivering 24/7 operational support and customer recovery across the network.
  • •Execute an integrated operating strategy aligning customer recovery, airport support, and enterprise operational objectives.
  • •Direct real-time recovery and mitigation efforts during disruptions to resolve complex operational challenges.
  • •Provide expert support for specialized transactions, documentation issues, systems disruptions, airport outages, and other critical operational events.
  • •Develop and lead the team through coaching, talent development, succession planning, and performance management.

Pay and Benefits

Perks:Health InsuranceDentalVisionPrescription401kFlexible SpendingPet InsuranceEmployee AssistanceVirtual Doctor

Key Requirements

  • •Bachelor’s degree in Business, Aviation Management, Operations Management, Hospitality, or related field, or equivalent experience/training.
  • •7 years of operational leadership experience in customer service, airline operations, airport operations, contact center operations, or related areas.
  • •3 years of people leadership experience managing leaders and/or frontline teams.
  • •Ability to lead large, customer-focused operational teams in a 24/7 environment.
  • •Strong knowledge of airline operations, airport support functions, and customer recovery processes.
Experience:Airline industryAirport operationsCustomer service
Education:Bachelor's in Business, Aviation Management, Operations Management, Hospitality, or a related field
Skills:LeadershipCoachingTalent developmentPerformance managementCommunication

Company Brief

American Airlines Group
Major U.S. airline providing scheduled passenger and cargo air transportation globally. Operates a large fleet and extensive domestic and international route network, serving millions of customers with diversified travel and loyalty services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Fort Worth, United States
Founded: 1926
WebsiteLinkedIn