General Manager, Airport Customer Experience

IntroAre 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

​This job is a member of the Hubs & Gateways Team within the Customer Experience Division.

​Responsible for managing the operations, optimizing the business, leading the people and cultivating relationships with diverse audiences.

What you'll doAs noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

​Directs, manages and oversees daily airport operation activities to ensure safe, reliable and efficient service for our passengers and stakeholders

Assesses and executes appropriate resources to optimize station performance

Monitors, reviews, and reports station performance

Establishes relationships through engagement, collaboration and inclusiveness with internal and external stakeholders

Coordinates closely with local airport authorities and government agencies to ensure organization’s priorities, objectives and concerns are effectively represented

Manages scheduled, off-scheduled and charter flight operations and meets performance goals

Acts as liaison between the Company and various organizations

Evaluates, identifies and recommends process improvement changes for a dynamic operational environment

Oversees, monitors and controls budget and manages overall financial administration

Leads, motivates and develops employees to perform in a safe, efficient, productive, professional manner and deliver superior customer service

Assumes responsibility of employee management – including hiring, conducting performance reviews, administering corrective action, salary administration, training, and career development

Maintains company standards of safety and security

Partners with vendors and contractors

Preserves integrity and ethical values as it relates to audits, compliance and regulatory mandates

All you'll need for successMinimum Qualifications- Education & Prior Job Experience

​Bachelor’s or Master's degree in related field or equivalent training/experience

7+ years of airline operations experience or relevant experience

Preferred Qualifications- Education & Prior Job Experience

4 years in supervisory or management capacity

Knowledge of managing an operating budget

Skills, Licenses & Certifications

Ability to take initiative to act upon and adapt to a fast-paced environment

Ability to deliver key corporate messages across all workgroups

Exhibits strong organizational and time management skills with proven ability to handle multiple projects while meeting deadlines

Understands the importance of safety, compliance and regulatory standards associated with flight operations

Ability to work cohesively with collective bargaining units

Demonstrated collaborative ability across departments, business units, vendors and contractors

Ability to resolve issues with internal and external customers

Uses sound business judgment to make key decisions

Effective conflict resolution skills

Track record of exceptional supervisory, leadership and motivational skills

Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint, etc.)

Valid US drivers license

Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA)

Must be able to secure appropriate airport authority and/or US Customs security badges

Must successfully complete comprehensive background and/or fingerprint checks to satisfy security requirements and subject to Department of Transportation (DOT) drug and alcohol testing

What you'll getFeel 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 AmericanFrom 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.EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICYAmerican Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.