20 days old

General Manager, Airport Customer Experience

American Airlines
Portland, OR 97201

Location: Portland Intl Apt (PDX-TRML) 
Additional Locations: None
Requisition ID: 31327 


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 Domestic Field Stations Team within the Customer Experience Division. This position will be responsible for managing the operations, optimizing the business, leading the people and cultivating relationships with diverse audiences.


Specifically, you’ll do the following:

  • Assesses and executes appropriate resources to optimize station performance
  • Monitors, reviews, and reports station performance
  • Establishes relationships through engagement, collaboration and inclusiveness with internal and external stakeholders
  • Coordinates closely with local airport authorities and government agencies to ensure organization’s priorities, objectives and concerns are effectively represented
  • Manages scheduled, off-scheduled and charter flight operations and meet performance goals
  • Acts as liaison between the Company and various organizations
  • Evaluates, identifies, and recommends process improvement changes for a dynamic operational environment
About The Job (Continued)
  • Oversees, monitors, and controls budget and manages overall financial administration
  • Leads, motivates, and develops employees to perform in a safe, efficient, productive, professional manner and deliver superior customer service
  • Assumes responsibility of employee management – including hiring, conducting performance reviews, administering corrective action, salary administration, training, and career development
  • Maintains company standards of safety and security
  • Partners with vendors and contractors
  • Preserves integrity and ethical values as it relates to audits, compliance and regulatory mandates

Required Qualifications

  • Bachelor’s degree in related field or equivalent work experience preferred
  • 5 years airline operations experience
  • Track record of exceptional supervisory, leadership and motivational skills
  • ​Demonstrated time-management skills with proven ability to handle multiple projects while meeting deadlines
  • Ability to work cohesively with collective bargaining units
  • Ability to deliver key corporate messages across all workgroups
  • Ability to work collaboratively across departments, business units, vendors and contractors
  • Ability to take initiative to act upon and adapt to a fast-paced environment
  • Exhibits strong organizational skills and time management ability
  • Proficient in Microsoft Office software (e.g. Word, Excel, Access, PowerPoint, etc.)
  • Ability to resolve issues with internal and external customers
Qualifications (Continued)

Required Qualifications (Continued)

  • Understands the importance of safety, compliance and regulatory standards associated with flight operations
  • Uses sound business judgment to make key decisions
  • Effective conflict resolution sklls
  • Valid US drivers license
  • Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA)
  • Must be able to secure appropriate airport authority and/or US Customs security badges
  • Must successfully complete comprehensive background and/or fingerprint checks to satisfy security requirements and subject to Department of Transportation (DOT) drug and alcohol testing


Preferred Qualifications

  • 3 years in supervisory or management capacity
  • Knowledge of managing an operating budget


Additional Locations: None
Requisition ID: 31327 


Posted: 2019-07-27 Expires: 2019-08-26

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General Manager, Airport Customer Experience

American Airlines
Portland, OR 97201

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