Job Description

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

• The Managing Director, Reservations , leads a 4000+ organization of American Airlines highly skilled travel experts who support customers with the most complex service issues or who need assistance buying industry leading products.
• The role is a part of the Domestic Reservations team within the Reservations group.

What you'll do

​​​​​​​ As noted above, 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, observing, of course, any legal obligations including any collective bargaining obligations.

• Leads the entire domestic office-based and home-based frontline reservations operation
• Creates an aspirational team culture which fosters a professional workplace grounded by inclusion, collaboration, and fun; supports a strong work ethic and company pride
• Partners with internal and external leaders to drive innovative changes that improve AA customer and partner experiences
• Champions the world’s two most convenient, connected, and consistent place to book travel and earn rewards- aa.com and the AAdvantage mobile app
• Collaborates with internal and external industry leaders to develop and execute strategies that reduce customer and agent effort, while limiting costs
• Works closely with the Contact Center Planning and Analysis team to ensure new technology and processes are implemented in a positive manner
• Develops and implement initiatives to support the business plan and company objectives
• Collaborates closely with People Business Partners to enhance the team member experience and ensure understanding and proper application of policies and procedures
• Develops managers with sales, service, and employee development responsibilities through coaching, counseling, and providing growth opportunities ​​​​​​​

What you'll do (continued)

• Demonstrates and cultivate collaborative relationships across all work groups and teams
• Establishes and maintains open communication and a collaborative relationship with all levels of union leadership
• Ensures staff at every level is trained, knowledgeable, and provides excellent customer service, in accordance with company expectations
• Acts as liaison for other call centers to share best practices

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in Business Administration/Management or equivalent experience
• 10 years of leadership experience, including large teams, managers, and individual contributors

Preferred Qualifications- Education & Prior Job Experience

• Previous experience leading large frontline teams, including unionized frontline workgroups, a plus
• Previous experience in a customer service setting and/or a contact center environment preferred

Skills, Licenses & Certifications

• Demonstrates the highest standards of personal ethics and integrity
• Demonstrated passion for innovation, speed to market, and team-based solution development 
• Ability to be entrepreneurial, adaptable, resilient, and to handle ambiguity 
• Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups
• Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions
• Ability to identify opportunities for improvement, as well as proven success implementing strategic initiatives under time constraints
• Ability to productively and proactively adjust to dynamic situations
• Excellent problem solving, decision-making, and critical thinking ability
• Excellent project planning and organizational skills, with ability to effectively and simultaneously manage multiple large projects within tight deadlines while maintaining attention to detail
• Ability to work effectively in a fast-paced, stressful, and dynamic environment
• Excellent communication and presentation skills, with ability to handle complex topics comfortably and to interact effectively with all levels, both verbally and written
• Willingness and ability to make oneself available to resolve urgent issues that may arise within a 24 x 7 operation
• Ability to build and facilitate relationships at all levels of the organization, both internally and externally
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Ability to speak multiple languages a plus
• Willingness and ability to travel 
• Believes in and promotes the American Airlines five leadership attributes
  • Caring – We care about all team members
  • Collaboration – We succeed as a team
  • Development – We build future leaders
  • Results – We drive to be the best
  • Future – We continually challenge the status quo

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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