American Airlines
Sr Manager, Premium Guest Services Operations Strategy
Charlotte, NC
Jul 11, 2024
Full Job Description


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 Customer Planning Team within the Customer Exprience Division.
  • Responsible for planning the delivery of products, services and hospitality to our highest value customers globally.

What you'll do

  • Acts as a point of contact to provide planning input, goals pertaining to budget and eventual implementation for all strategic initiatives for Admirals Clubs, Flagship Check-in, Flagship Lounge, Flagship Dining lounges, Food and Beverage, OA Joint Business and Elite Services
  • Coordinates with various teams in organization regarding departmental updates, technology, policies and procedures, communications and training
  • Acts as point of contact for Food and Beverage vendor
  • Liaises across multiple work groups including Marketing, Finance, Loyalty, Corporate Real Estate to set project direction and prioritization
  • Act as an escalation point for lounge health and safety issues
  • Provides support to lounge leaders serving as liaison to Innovation and Delivery team
  • Coordinates facility maintenance, repair, equipment replacement and is the key operational point of contact for large-scale construction projects
  • Oversees HDQ team made up of several senior analysts and support staff
  • Liaises with support teams at HDQ to provide lounge leaders with data analysis and reporting to develop and implement initiatives that improve guest experience
  • Provides project status reports according to the information needs of stakeholders including, at times, executive staff
  • Facilitate the deployment of support personnel, including vendors from across the system to support the operation in times of significant challenges
  • Coordinates and provides support for large events involving high value customers

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor's degree in related field or equivalent experience/training
  • 5 years airline operations experience
  • 3 years of demonstrated experience leading and managing teams
  • 2 years of experience in Hospitality, Food & Beverage, or Airport Lounge experience

Preferred Qualifications- Education & Prior Job Experience

  • 7 years airline operations experience

Skills, Licenses & Certifications

  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, etc
  • Ability to modify, correct, and resolve issues/problems in processes with the help of existing procedures, norms and processes to touch customer service/operating situations and existing work methods
  • Ability to effectively manage multiple projects with competing priorities, deadlines, and business values
  • Ability to inspire and influence others to perform at optimal levels and deliver outstanding results
  • Ability to be flexible and adaptable in an evolving environment

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.

Job Information
Job Category:
Spotlight Employer
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Sr Manager, Premium Guest Services Operations Strategy
American Airlines
Charlotte, NC
Jul 11, 2024
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