MD, Customer Care

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

As the Managing Director of Customer Care for our Charlotte Hub, you will lead a dynamic team at one of one of the airlines’ largest and most complex hubs. You will drive strategies that elevate both customer satisfaction and employee engagement, foster a culture of inclusion, and ensure operational excellence. Your leadership will directly impact our brand and the experience of tens of thousands of travelers each day

What you'll do

• Lead and inspire a large, diverse team, including frontline and management staff to deliver outstanding customer care.
• Ensure consistency in service delivery driving a unified and elevated customer experience.
• Develop and implement strategies that improve customer satisfaction and operational delivery.
• Collaborate with internal teams, union representatives, and external partners to ensure seamless operations.
• Ensure compliance with all regulatory requirements (OSHA, TSA, FAA, DOT) and maintain strong relationships with airport authorities, and other key stakeholders.
• Lead and coordinate irregular operations (IROPs), ensuring timely recovery, clear communication, and minimal customer disruption.
• Partner with Hub Control Center (HCC) and cross-functional teams to optimize turn performance and maintain schedule integrity.
• Champion premium and Flagship service delivery, ensuring elevated standards for high-value customers through staffing, training, and execution.
• Own overall hub performance, ensuring alignment between operational reliability and customer experience to drive results across NPS, on-time performance, and baggage delivery.
• Monitor performance metrics and use data-driven insights to drive continuous improvement.
• Oversee execution of boarding strategies and gate processes to improve flow, reduce customer friction, and enhance the overall experience.
• Identify and close performance gaps by analyzing operational trends and implementing targeted action plans.
• Strengthen safety culture through proactive engagement, audits, and consistent operational discipline.
• Enhance baggage handling performance through process improvements and adoption of technology-driven solutions.
• Champion professional development of the organization by providing training, mentorship, and clear pathways for career advancement.
• Manage departmental budgets, optimize resource allocation, and identify opportunities to reduce costs while enhancing service quality.
• Represent American Airlines in the community, building partnerships that strengthening our brand and support our mission.
• Drive a culture of accountability and ownership across all levels of leadership, reinforcing visibility, execution, and results.
• Foster a high-performance environment by recognizing top talent and actively developing underperforming team members.
• Lead cross-functional initiatives that improve throughput, efficiency, and the overall airport experience.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree relevant field and/or equivalent experience/training
• 10 years of leadership experience, including 5 years leading frontline management employees and 5 years leading unionized frontline workgroups
• 10 years of airline operations experience
• Experience with airline industry collective bargaining agreements
• Extensive knowledge of multiple airport operational processes

 

Preferred Qualifications- Education & Prior Job Experience

• 5 years of experience in Customer Care/Passenger Service

 

Skills, Licenses & Certifications

• Demonstrates the highest standards or personal ethics and integrity
• Ability to coach, mentor, and serve as a role model for all team members
• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to create and sustain a culture that encourages self-development, growth, and performance excellence
• Ability to be an action-oriented, process and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups, as well as advocating and managing change
• Ability to motivate front-line leaders and front-line team members to align around operational goals and deliver results through teamwork and individual accountability
• Proven ability to drive results through collaboration and facilitate effective relationships across different work groups and levels at American
• Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions
• Strong problem-solving, decision-making, time-management, and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities
• Ability to anticipate, analyze, and interpret complex local and/or system-wide issues
• Ability to creatively seek opportunities that will improve the way that things are done, embrace and initiate change, and positively challenge established work practices for the benefit of the organization and customers
• Demonstrated flexibility and creativity in adjusting to shifting priorities in a dynamic work environment, while effectively modeling leadership attributes
• Ability to build and facilitate relationships at all levels of the organization, both internally and externally
• 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
• Ability to work a varied schedule, including nights, weekends, and holidays
• Understanding of manpower systems currently in use
• Ability and willingness to remain current with industry practices and developments

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.