American Airlines Duty Manager, Customer Service Recovery in Ft Worth, Texas

Location: Integrated Operations Ctr (DFW-IOC0)

Additional Locations: None

Requisition ID: 22387


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

​This job is a member of the Service Recovery Team within the Customer Experience Division. ​

Responsible for leading a 24x7 operation with focus on achieving customer service recovery goals and leading SCSMs through daily operation and providing support to the IOC Bridge.

Principal Duties and Responsibilities

  • Provides sound hands-on leadership to achieve business objectives, ensure optimal performance, and devotion to service standards

  • Sets specific objectives and key performance measures

  • Ensures a high performance environment

  • Demonstrates appropriate and positive energy, judgment in decision making, appropriate communication methods, and employee support

  • Analyzes department’s data effectively with focus on optimization and efficiency

  • Ensures outstanding contribution is achieved by specialists and management staff

  • Identifies improvement opportunities in processes and people

  • Creates and oversees implementations and planning or planned efforts

  • Facilitates employee development by utilizing creative coaching techniques, performance plans, skill assessments to improve overall department productivity

  • Provides guidance, counseling, training, coaching and administers corrective action in a fair and consistent manner adhering to company code of Ethics and standards

  • Develops effective employee appreciation, recognition methods, and create a happy work space

  • Sustains a strong commitment to effective communication, informative and excellent culture that focuses on customer needs and expectations

  • Partners with leaders and colleagues across organizations promoting collaboration and positive outcomes

  • Ensures proper understanding and application of company and department policies, procedures, employee relationship protocols, and expectations

  • Creates, maintains, and embraces a highly positive work environment that empowers, respects and rewards excellence in customer service and recovery while promoting, diversity, inclusion and transparency

  • Leads or develops effective schedule, hiring and selection processes

  • Leads and participates staff meetings, daily briefings and process improvement task forces

  • 25% travel

  • Performs other duties as required


Minimum Qualifications

  • Bachelor’s degree in relevant field or equivalent experience/training

  • 3 years of supervisory/managerial experiences

Preferred Qualifications

  • Strong presentation skills and Project management skills

  • GSC CRO Certified

  • International operations knowledge

Knowledge, Skills & Abilities

  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.

  • Knowledge of performance reporting, demonstration of date, department statistics , and development of professional presentations

  • Outstanding organizational, time management, creative thinking, and problem-solving skills

  • Excellent interpersonal skills

  • Ability to train, develop, and motivate

  • Ability to energetically lead highly engaged employees in a complex and constant changing environment

  • Ability to effectively adopt to changes, embrace new ideas and motivate teams

  • Ability to prioritize, meet deadlines consistently, and concurrently handle multiple tasks effectively

  • Ability to analyze and interpret complex documents and processes

  • Ability to resolve difficult personnel and administrative issues

  • Ability to work varied hours, including nights, weekends and holidays

  • Ability to travel on occasions, including overnight travel

  • Ability to effectively communicate with all levels (both verbally and written) within and outside the organization

Additional Locations: None

Requisition ID: 22387

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.