26 days old

Senior Manager, Flight Services Policies and Procedures

American Airlines
Fort Worth, TX 76102

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 36330 


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
  • This job is a member of the Flight Service Team within the Customer Experience Division.
  • Responsible for Flight Service policies and procedures affecting all flight attendants, leading a team of analysts and one SMS Manager responsible for creating and executing customer service, regulatory, emergency and safety policy and procedures across the Flight Service organization.
What you'll do
  • Compliance with FAA, DOT and OSHA regulations
  • Ensuring policies and procedures meet or exceed IOSA, Department of Defense, and oneworld standards
  • Onboard customer experience procedures and service standards
  • Primary Flight Service liaison with the FAA for Flight Service policies and procedures, SMS, and regulatory audits/compliance
  • Primary Flight Service interface with Safety, Security and Environmental, Internal Evaluation Programs, Flight Operations, Tech Ops, Airport Customer Care, Medical, Legal, and APFA on operational, procedural, and employee safety issues
  • Primary Flight Service interface with Food & Beverage and Onboard Products on procedures related to product offered on board, inflight entertainment, connectivity, and aircraft design
  • Flight Service manuals and documentation (e.g., Inflight Manual, Onboard Service Manual)
  • Coordinating procedures with regional airlines partners
  • Ensuring staffing levels meet FAA guidance and APFA contractual parameters
  • Providing subject matter expertise and/or expert witness testimony as needed to Legal
  • Flight Service GO Team leader
  • Participating in safety and emergency procedures debriefs
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor’s degree or equivalent training/experience
  • 7 years supervisory experience, managing direct reports, and experience leading both regulatory and customer standards, policies and procedures

Preferred Qualifications- Education & Prior Job Experience

  • Flight attendant qualification and FAA flight attendant certification

Skills, Licenses & Certifications

  • Strong managerial and leadership skills

  • Strong interpersonal, communication and PC skills

  • Ability to manage management, non-management team members and communicate with contract labor work groups

  • Ability to concurrently handle multiple responsibilities

  • Strong project management skills and experience serving as lead project management for complex project(s)

  • Strong technical writing/publications background and experience working with technical/procedural manuals and publications

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: 36330 


Posted: 2020-01-22 Expires: 2020-02-21

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Senior Manager, Flight Services Policies and Procedures

American Airlines
Fort Worth, TX 76102

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