Customer Service Manager, IOC Operations

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

• This job is a member of the System Customer Service Manager (SCSM) team within the Integrated Operations Center (IOC).
• Responsible for leading customer service recovery efforts supporting the IOC, airports, and additional departments during regular/irregular flight operations. Responsible for consulting and coordinating with all stakeholders at the IOC, including dispatch, various service recovery departments, airport teams, and partner operation centers, that help support our passenger experience, maintain customer recovery integrity, and ensure excellent customer service.

What you'll do

• Communicates system irregularities to the appropriate parties. This could involve contacting Station GMs, Station Regional Directors, customer service recovery teams including SSC, DOD, Customer Relations, POCs, oGSC, etc. via various communication tools
• Consults / coordinates with IOC operational teams to make operational decisions and recommend customer friendly solutions when appropriate
• Assists stations and hubs with irregular operations to determine best solutions for customers when applicable
• Compiles and disseminates operational reports to various stakeholders
• Communicates and coordinates recovery efforts across many groups particularly with customer support departments
• Participates in daily ops conference calls. Communicate detailed information affecting customer movement and provide to various groups including stations
• Escalate significant issues impacting customer, IROP events, Diversions,
• Assists Dispatchers with station contact needs during diversions, engaging local customs/ immigration, and communicating APIS data when applicable
• Assists with proactive notification to customers and internal American departments
• Supports and participates in emergency handling processes during EMG Event and update WebEOC throughout the event as related to customer impact
• Handles AA Auto Reaccom tool to rebook disrupted passengers due to flight cancellations and delays
• Coordinates with Airports & RES to accommodate disrupted passengers
• Manages inventory, including adding extra sections and equipment upgrades during flight cancellations
• Develops and suggests innovative solutions to customer service recovery issues real-time
• Must consistently promote corporate objectives and the RCA Strategy (Reliability Convenience and Appearance)

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High school diploma or GED equivalency
• Airport customer service experience
• Experience in management capacity, leading and developing others

Preferred Qualifications- Education & Prior Job Experience

• College degree or equivalent experiences
• Must be flexible and able to work schedule that requires to support 24X7 operation
• Operational and Customer Service experience

Skills, Licenses & Certifications

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Work independently and interface with employees at all levels
• Team player and collaborator
• Performs well under stress
• Focuses on promoting effective service recovery solutions and efforts
• Collaborates with all work groups

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.