Sr Manager, Airport Customer Operations (Charlotte, NC, US)

American Airlines Group
Charlotte
Workplace: OnsiteFull timeFunction: Product ManagementEducation: bachelorsSkills: ["Leadership","Strategic thinking","Problem-solving","Relationship building","Results orientation"]

Lead and develop operational leaders responsible for end-to-end Customer Operations at the airport, coordinating with teams such as Customer Care, Facilities, and Hub Control Center. Own local and corporate initiatives execution, optimize manpower and resources, and drive improvements to performance metrics and industry-critical KPIs. Analyze multi-source data to prevent failures, oversee baggage process technology and tools, and establish quality controls and program development to ensure consistent customer service and departure dependability.

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American Airlines Group
American Airlines Group
2 days ago

Sr Manager, Airport Customer Operations (Charlotte, NC, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Lead and develop operational leaders responsible for end-to-end Customer Operations at the airport, coordinating with teams such as Customer Care, Facilities, and Hub Control Center. Own local and corporate initiatives execution, optimize manpower and resources, and drive improvements to performance metrics and industry-critical KPIs. Analyze multi-source data to prevent failures, oversee baggage process technology and tools, and establish quality controls and program development to ensure consistent customer service and departure dependability.
Location: Charlotte
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead and develop a team of operational leaders with daily oversight, counseling, performance reviews, and training.
  • •Plan, lead, and coordinate all phases of Customer Operations at the airport.
  • •Collaborate with other department leaders and local business partners to execute initiatives.
  • •Analyze data to identify needs and opportunities, implement process improvements, and mitigate failures impacting KPIs.
  • •Oversee program development for technology and tools associated with the baggage process and manage operational responsibilities including departure dependability, baggage handling performance, customer experience, and budget analysis.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

  • •Bachelor’s degree or equivalent work experience/training.
  • •Thorough understanding of the budget process, headcount, and staffing.
  • •Prior experience applying budgetary knowledge to drive business results in an operational leadership role.
  • •Demonstrated ability to identify improvement opportunities in a large-scale operation and advocate for change.
  • •Experience managing front line leaders and working with agents/collective bargaining agreements to support consistent service delivery.
Education:Bachelor's
Skills:LeadershipStrategic thinkingProblem-solvingRelationship buildingResults orientation
Licenses:Driver’s license

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