American Airlines · 5 hours ago
Director, Customer Operations
Fort Worth, TX
Full-time
Onsite
Director/Executive
7+ years expAmerican Airlines is a leading airline company that provides opportunities for travel and career advancement. The Director, Customer Operations is responsible for overall leadership of the Customer Care organization, developing strategies for operational excellence and ensuring a culture of inclusion and professional development.
AerospaceAutomotiveTransportationTravel
Responsibilities
Leads the overall operations of the ramp and customer operations group, including coordination of line cargo and baggage management; oversees all facets of outstanding customer service delivery throughout the operating day
Coordinates the overall daily activities pertaining to AA, as well as coordination with partner regional carriers and other airline partners in the terminal
Partners with internal and external airport stakeholders to promote peak operating efficiency of airline operation
Ensures professional development of frontline leaders and crew chiefs by implementing training opportunities, providing ongoing mentorship, and supporting opportunities for career advancement
Monitors and develops performance metrics to enhance sustainable delivery of customer operations goals
Optimizes deployment of manpower, equipment, facilities, funds, and other resources towards the accomplishment of station goals for Customer Operations
Oversees and manages departmental budget and cost control, including forecasting, in order to ensure accuracy and accountability for overall resource management
Seeks opportunities for continuous improvement; provides recommendations and implements initiatives to reduce cost, gain efficiencies, and improve customer service and employee experience
Establishes and maintains open communication and a collaborative relationship with all levels of union leadership
Coordinates with various regulatory agencies, such as US Customs, TSA, and Airport management
Ensures AA remains in compliance with all governmental requirements, such as OSHA, TSA, FAA, and Department of Transportation, through the development and implementation of procedures
Qualification
Required
Bachelor's degree or equivalent work experience
7 years of leadership experience managing cross-departmental teams
3 years of experience managing a unionized frontline workgroup
Experience in Customer Operations/Ramp Service at a large airport or hub required
Experience with airline industry collective bargaining agreements
Experience in the application of budgetary knowledge to drive business results
Experience implementing procedures and ensuring consistent service delivery
Demonstrates the highest standards of ethics and integrity
Ability to coach, mentor, and serve as a role model for all team members
Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups
Ability to create and sustain a culture that encourages self-development, growth, and performance excellence
Ability to motivate front-line leaders and front-line team members to align around operational goals and deliver results through teamwork and individual accountability
Ability to creatively seek opportunities that will improve the way that things are done, embrace and initiate change, and positively challenge established work practices for the benefit of the organization and customers
Ability to use an unbiased, rational approach to find root causes of issues and generate solutions
Ability and willingness to advocate for and manage change, while productively and proactively guiding the team to accept and adapt to dynamic situations
Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions
Ability to build and facilitate relationships at all levels of the organization, both internally and externally
Excellent verbal and written communication skills, with ability to handle complex topics comfortably and to effectively and clearly communicate a strategic and tactical vision to all levels within the organization
Understanding of manpower systems currently in use
Excellent project management skills
Proficient with Microsoft Office software
Ability to work a varied schedule, including nights, weekends, and holidays
Ability and willingness to remain current with industry practices and developments
Benefits
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
Company
American Airlines
American Airlines is an airline company that operates a diverse fleet of aircraft, including narrow-body and wide-body jets. It is a sub-organization of American Airlines.
10001+ employees
H1B Sponsorship
American Airlines has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (359)
2024 (270)
2023 (253)
2022 (260)
2021 (342)
2020 (263)
Funding
Current Stage
Public CompanyTotal Funding
$1B2023-11-17Post Ipo Debt· $250M
2023-02-08Post Ipo Debt· $750M
2015-01-01Post Ipo Equity
Leadership Team
Doug Parker
Chairman and former CEO at American Airlines
David Seymour
Chief Operating Officer
Recent News
legacy.thefly.com
2026-01-22
Bizjournals.com Feed (2025-11-12 15:43:17)
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