26 days old

Administrative Manager, Airport Customer Experience Administration

American Airlines
Miami, FL

Location: Miami Intl Apt (MIA-TRML) 
Additional Locations: None
Requisition ID: 19873 


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 Customer Experience Team within the Hubs & Gateways Division. This position will be responsible for leading a group of management and support staff responsible for lost time and agent/clerk staffing movement.


Specifically, you’ll do the following:

  • Works in connection with Admin Managers (Ops and Care) and Manpower planning to maintain budgeted headcount by overseeing the agent and clerk in-classification and out-of-classification transfers and new-hire process
  • Works with the local training department, the local manager of Admin Services, FSU and Talent Services for filling vacancies
  • Oversees the agent overtime office for offering overtime and part-time extensions to support operational needs
  • Ensures staffing is sufficient to meet seasonal needs, holidays and “flex flying”
  • Finds opportunities to reduce costs during slower periods of time as well as reduced flying days by working jointly with the Managers in Admin supporting each vertical (Ops and Care)
  • Responsibilities to include handling agent/clerk shift and vacation bids


Required Qualifications

  • ​​High School diploma or GED Equivalency​
  • 5 years of airport operational background with experience in assessing manpower needs, administering bids, with a good understanding of staffing models


Preferred Qualifications

  • ​Bachelor’s degree in relevant field or equivalent experience/training
  • ​Ability to lead and motivate employees and work closely with both the Hub and the union leadership teams
  • Ability to identify opportunities for improvement as well as proven success implementing strategic initiatives under time constraints
  • Exceptional organization and planning skills, with attention to detail
  • Ability to digest complex fact scenarios and develop compelling business cases to support your position
  • Experience managing multiple labor agreements
  • Ability to lead Strong presentation skills

Additional Locations: None
Requisition ID: 19873 


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Administrative Manager, Airport Customer Experience Administration

American Airlines
Miami, FL

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Administrative Manager, Airport Customer Experience Administration

American Airlines
Miami, FL

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