• American Airlines Careers | Service Manager, Premium Guest Services Operations Job, NY

    Location New York, NY, USA

    Job Description

    Service Manager, Premium Guest Services Operations

    ​​​This job is a member of the Customer Planning Team within the Customer Experience Division. ​​Responsible for leading the service delivery of lounge operations and the elite services portfolio.

    Benefits and Offers

    • 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

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Oversees large scale food & beverage and housekeeping operations through third-party partnerships

    • Ensures proper preventive maintenance and repairs of lounges and other company assets

    • Manages department operating budgets to achieve financial targets and maximize performance

    • Assists in planning and coordinating construction and refurbishment projects

    • Completes, organizes or delegates broad scope of administrative work

    • Develops and maintains positive relationships with internal and external customers, strategic business partners, airport authorities, regulatory agencies and vendors

    • Ensures compliance with all audit and regulatory requirements

    • Promotes customer loyalty and helps drive premium customer market share by ensuring all employees deliver high quality customer service

    • Responsible for hiring, training, and ongoing coaching and counseling employees to ensure optimal performance

    • Acts as a local advocate for the high value customer experience

    • Supports relationships with airline alliance partners and their high value customers

    • Ensures employee productivity and compliance with AA’s work environment policies

    • Guides and mentors developing representatives

    • Travel as needed

    Job Requirements

    • ​Bachelor's degree or equivalent experience

    • 4 years experience leading people or equivalent experience training

    • 4 years face to f​​​​​​ace customer service experience

    • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc

    • Strong people skills

    • Ability to build teams

    • Ability to multitask and manage own business

    • Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable

    • Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable

    • Preferred Qualifications

    Job Details

    Company: American Airlines

    Employment Type: Full-time

    Job Location: New York, NY, USA

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