Customer Service Manager, Mexico TQO

Are you ready to explore a world of possibilities, both at work and duringyour 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

• This role is responsible for managing all aspects regarding resolve customer service and operational problems and coordination of the overall operation of Tulum Airport.
• Responsible for contributing to corporate objectives and to provide leadership and direction to team members and contracted personnel so individually and collectively; their duties and responsibilities align with the organization's goals and initiatives.
• Must manage the operation, optimize the business, lead the people and cultivate relationships with diverse audiences.

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.

• Manages and integrates all areas of flight operations covering customer services, ramp and baggage, operations, catering, security, etc.
• Directs and monitors procedures to ensure the safe and efficient movement (departures and arrivals) of aircraft.
• Assigns, or delegates responsibility for, specified work or functional activities and disseminates policy to Supervisors.
• Compiles reports on any operational irregularities and present this with suggestions for corrective action to upper level management.
• Adept in handling critical situations; able to respond appropriately during an emergency response.
• Ensures company standards of safety and quality are maintained at all times fostering continuous improvement and achieving business objectives.
• Takes full responsibility for meeting strategic goals in operational performance and cost control.
• Deals with a wide range of problems that may arise from the daily operation, with contractors and other Airline/ Airport authorities.
• Follows up on any AA service failures towards our contract airline customers.
• Develop and conduct team development/team building strategies both proactively to improve team performance.
• May initiate or authorize employee hire, promotion, discharge, or transfer.
• Performs other duties and project work as requested.

Minimum Qualifications- Education & Prior Job Experience

• 3 years' experience in airport operations or related field
• College degree or equivalent experience required.
• Strong managerial skills.
• Previous supervisory experience and knowledge of AA budgeting, policies, and procedures desired.
• Familiarity with functional area.
• Strong interpersonal, communication and PC skills
• Strong people and leadership skills
• Ability to manage non-management and contracted personnel.
• Ability to handle multiple responsibilities concurrently.
• Must be able to read, write, fluently speak, and understand Spanish and English languages.
• When applicable, may be required to work rotating shifts.
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable.

Business Competencies

• Effective Communication: Executes exceptional oral and written communication skills. Ability to engage in meaningful dialogue and active listening. Delivers corporate messages across all workgroups. Collaborates across departments, business units, vendors and contractors.
• Leadership: Leads by example. Establishes an open, working relationship with frontline Managers and contracted personnel through professionalism, authenticity, trust, respect, integrity and ethical behavior. Understands, instills and promotes the corporate culture.
• Planning and Organizing: Plans, directs, coordinates and prioritizes airport activities as it pertains to running a safe and efficient airline operation. Able to anticipate change, adapt and make the necessary adjustments with authority.
• Operational Aptitude: Assesses and deploys the appropriate resources when and where needed to optimize station performance. Monitors, reviews and reports station performance statistics. Understands the complexities of safety, compliance, and regulatory standards associated with flight operations.
• Fiscal Responsibility: Reviews and analyzes station expenditures, financial and operations reports, prepares and monitors station budgets. Looks for opportunities to optimize revenue. Initiates requisitions for headcount, equipment, materials and supplies within budgetary limits.
• Championing Change: the post holder needs to lead self and/or other to embrace, adopt and implement positive change.
• Customer Focus: the post holder will earn customer loyalty by enhancing the customers' experience and appreciating their needs.
• Driving for Results: the post holder will be responsible for establishing plans to overcome obstacles in order to accomplish business strategies.
• Innovation: the post holder will be responsible for challenging the status quo and using creative ways to improve business results and building competitive advantage.
• Making Sound Decisions: the post holder must carefully evaluate information and consider alternatives and consequences when making decisions.
• Safety & Compliance: the post holder must fully adhere to relevant policies and regulations at all times and is responsible for building and demonstrating a commitment to safety and ensuring legal/regulatory compliance.

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 benefits to help you stay well.
• 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.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

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.