Service Manager, Premium Guest Services 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 Customer Planning Team within the Customer Experience Division.
• ​​Responsible for leading the service delivery of lounge operations and the elite services portfolio.

What you'll do

• Assists with the overall leadership of the department as directed by the department leader
• Oversees large scale food & beverage and housekeeping operations through third-party partnerships
• Ensures proper preventive maintenance and repairs of lounges and other company assets
• Manages department operating budgets to achieve financial targets and maximize performance
• Assists in planning and coordinating construction and refurbishment projects
• Completes, organizes or delegates broad scope of administrative work
• Develops and maintains positive relationships with internal and external customers, strategic business partners, airport authorities, regulatory agencies and vendors
• Ensures compliance with all audit and regulatory requirements
• Promotes customer loyalty and helps drive premium customer market share by ensuring all employees deliver high quality customer service
• Responsible for hiring, training, and ongoing coaching and counseling employees to ensure optimal performance
• Acts as a local advocate for the high value customer experience
• Supports relationships with airline alliance partners and their high value customers
• Ensures employee productivity and compliance with AA’s work environment policies
• Guides and mentors developing representatives
• ​Travel as needed
• Ability to work evenings, weekends and holidays

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• ​Bachelor's degree or equivalent experience
• 3 years face to f​​​​​​ace customer service experience 

 

Preferred Qualifications- Education & Prior Job Experience

• ​3 years experience leading people or equivalent experience training

 

Skills, Licenses & Certifications

• ​Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc
• Ability to build teams and possess strong people skills
• Proficient at recognizing and prioritizing opportunities as well as managing multiple projects
• Ability to think creatively and make strong business decisions
• Ability to manage own business
• Practical experience in accessing data and airline technical functions
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable

 

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.