Job Description

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

The Managing Director of Customer Operations provides overall leadership to the Customer Operations organization at the ORD hub. In addition to developing clearly defined strategies to make the station best in class, the position also has the responsibility of elevating the experience of our customers and team members. This leadership role will strengthen the culture of inclusion, diversity, and development for the team members across the organization.

What you'll do

• Leads the overall operation of the ORD Ramp and Customer Operations organization, including coordination of line cargo and baggage management
• Guides the overall daily activities pertaining to AA, as well as coordination with partner regional carriers
• Monitors and develops performance metrics to enhance sustainable delivery of customer operations goals
• Partners and collaborates with all hub operational groups, including union leadership of represented team members
• Partners with departments throughout the airport environment, both internal and external, to promote peak operating efficiency of airline operation
• Coordinates with various regulatory agencies, such as US Customs, TSA, and ORD Airport management
• Develops and implements procedures ensuring AA remains in compliance with all governmental regulations, including OSHA, TSA, FAA, and Department of Transportation requirements
• Leads and serves a large and complex organization through management leaders, individual contributors, and front-line team members
• Builds and strengthens relations with community and business leaders

All you'll need for success

• Demonstrates the highest level of ethics and integrity
• Bachelor’s degree in relevant field and/or equivalent experience/training
• 10 years of airline operations experience, including 5 years of experience in Ramp Service/Customer Operations
• 10 years of leadership experience, including 5 years leading frontline management employees and 5 years leading unionized frontline workgroups
• Extensive knowledge of multiple airport operational processes
• Action oriented results-driven leader with a natural aptitude for engaging employees in multiple workgroups
• Proven ability to drive results through collaboration and facilitate effective relationships across different work groups and levels at American
• Ability to anticipate, analyze, and interpret complex local and/or system-wide issues 
• Demonstrated outstanding organization and time management skills
• Demonstrated flexibility and creativity in adjusting to shifting priorities in a dynamic work environment, while effectively modeling leadership attributes 
• Ability to promote a positive approach to problem resolution
• Excellent communication, presentation, and interpersonal skills, with ability to handle complex topics comfortably and to interact effectively with all levels, both verbally and written
• Ability to attract, select, develop, and motivate diverse teams, including representatives from each operating organization and related unions within the company
• Believes in and promotes the American Airlines five leadership attributes:
  • Caring – We care about all team members
  • Collaboration – We succeed as a team
  • Development – We build future leaders
  • Results – We drive to be the best
  • Future – We continually challenge the status quo

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.

Job Tags

Local area, Remote job, Flexible hours, Shift work,

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