28 days old

Director, Customer Operations

American Airlines
Washington, DC 20004

Location: Reagan National Apt - Apt Auth (DCA-TRML) 
Additional Locations: None
Requisition ID: 59815 


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 Director, Customer Operations provides overall leadership to the Customer Operations organization at DCA, develops clearly defined strategies to make DCA best in class, and strengthens the culture of inclusion, diversity, and development for team members across the organization.

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.

  • Demonstrates the highest level of ethics and integrity
  • Leads the overall operations of the ramp and customer operations group, including coordination of line cargo and baggage management; oversees all facets of outstanding customer service delivery throughout the operating day
  • Coordinates the overall daily activities pertaining to AA, as well as coordination with partner regional carriers
  • Monitors and develops performance metrics to enhance sustainable delivery of customer operations goals
  • Partners with departments throughout the airport environment, both internal and external, to promote peak operating efficiency of airline operation
  • Seeks opportunities for continuous improvement; provides recommendations and implements initiatives to reduce cost, gain efficiencies, and improve customer service and employee experience
  • Optimizes trained manpower, equipment, facilities, and funds for Customer Operations
  • Demonstrates and cultivates collaborative relationships across all work groups and teams
  • Establishes and maintains open communication and a collaborative relationship with all levels of union leadership
  • Ensures AA remains in compliance with all governmental requirements, e.g. OSHA, TSA, FAA, and Department of Transportation, through the development and implementation of procedures

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor’s degree or equivalent work experience
  • 7 years of leadership experience managing cross-departmental teams
  • 3 years of experience managing a unionized frontline workgroup

Preferred Qualifications- Education & Prior Job Experience

  • Experience in Customer Operations/Ramp Service at a large airport or hub

Skills, Licenses & Certifications

  • Experience in the application of budgetary knowledge to drive business results
  • Experience implementing procedures and ensuring consistent service delivery
  • Experience with airline industry collective bargaining agreements
  • Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
  • Ability to advocate and manage change
  • Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups
  • Ability to think strategically and use sound judgment and initiative in making decisions
  • Ability to build and facilitate relationships at all levels of the organization, both internally and externally
  • Ability to productively and proactively adjust to dynamic situations
  • Ability to effectively communicate with all levels both verbally and written
  • Excellent project management skills
  • Proficient with Microsoft Office software
  • Ability to work a varied schedule
  • Ability and willingness to remain current with industry practices and developments
  • 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.

Additional Locations: None
Requisition ID: 59815 


Posted: 2022-04-27 Expires: 2022-06-02
Sponsored by:
ADP Logo

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Director, Customer Operations

American Airlines
Washington, DC 20004

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast