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Customer Service Manager, Baggage

Customer Service Manager, Baggage

Date:  Jan 14, 2022

Location: Charlotte/Douglas Intl Apt (CLT-TRML) 
Additional Locations: None
Requisition ID: 53313 


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 Operations team within the Customer Experience Division.
•    Responsible for analysis and reporting of operational performance, specifically baggage performance. This position will be a key piece of the development and implementation of baggage strategy in American’s second largest hub.


What you'll do

  • Review and analyze operational and performance data with a special focus on baggage performance. This includes MBR, scanning compliance, baggage delivery times, etc.
  • Identify trends for process improvement and operational focus
  • Partner with key stakeholders to develop and implement process improvement plans
  • Build reports based on analysis using Excel, Tableau or other BI tool(s) 
  • Engage all levels of the organization (frontline to senior leadership) to better understand constraints and opportunities around baggage performance
  • Investigate baggage failures through root cause analysis to determine opportunities around process and team member engagement
  • Present conclusions and recommendations to station leadership to improve performance and metrics
  • Work on a variety of adhoc projects as necessary

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

•    Undergraduate degree in relevant field or equivalent experience/training
•    Knowledge of Microsoft Office to include MS Word, Excel and PowerPoint
•    Presentation building experience with PowerPoint
•    Excellent Interpersonal skills
•    Excellent analytical skills

Preferred Qualifications- Education & Prior Job Experience

•    Dashboard creation with Tableau, SQL or other business intelligence tool(s)
•    1 year of airline experience with a preference towards experience in a hub environment
•    1 year in an analytical role 

All you'll need for success

Skills, Licenses & Certifications

  • ​​Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
  • Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
  • Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
  • Strong decision-making skills
  • Ability to lead projects and influence decisions
  • Ability to work independently as well as collaboratively
  • Ability to work under demanding operational conditions
  • Ability to prioritize and execute with a sense of urgency and preciseness
  • Ability to use sound business judgment to resolve issues with internal and external customers
  • Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement
  • Ability to work extra hours when there are operational needs
  • Ability to work rotating shifts including weekends, holidays and days-off

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: 53313 

Nearest Major Market: Charlotte

Job Segment: Service Manager, Manager, Database, SQL, Customer Service, Management, Technology

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