American Airlines

Service Manager, Guest Experience

American Airlines - Posted 1 month ago
$86k-110k/year  + Equity

Full-time

New York, NY

Category
Airline Customer Service
Career Level
Manager
Company size
130k employees

Airport:  John F Kennedy Intl

Airline Customer Service Job description

Are you ready to explore a world of possibilities 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

· Responsible for leading the service delivery of lounge operations and the elite services portfolio.

What you'll do

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.

· Assists with the overall leadership of the department including the Admirals Clubs, Flagship Lounge, Flagship First Dining and Flagship First Check-in as directed by the department leader

· Responsibilities will include oversight of the Elite Services Team, Five Star Product, Ramp Transfer amongst other premium services products

· This role will assist in launching the first-ever joint lounge product with British Airways in JFK Terminal 8

· Oversees large-scale food & beverage and housekeeping operations through third-party partnerships

· Manages department operating budgets to achieve financial targets and maximize performance

· Develops and maintains positive relationships with internal and external customers, strategic business partners, airport authorities, regulatory agencies, and vendors

· Responsible for hiring, training, and ongoing coaching and counseling employees to ensure optimal performance

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

· High school diploma or GED equivalency

· 3 years of airport operations experience

· 3 years’ experience leading others

Preferred Qualifications- Education & Prior Job Experience

· Experience working with represented workgroups and knowledge of dispute resolution processes

Skills, Licenses & Certifications

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

· Strong people skills

· Ability to build teams

· Ability to multitask and manage own business

· 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.

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