Intro

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 Care organization within the Customer Experience Division. You will be responsible for the aircraft turn with customer facing airport agents and act as the GSC on each flight. The role will have a strong focus on delivering key metrics for dependability, security and customer service excellence. The post holder will be responsible on a shift-by-shift basis for their assigned flights along with other business areas including non-gate specific security functions, check-in functions, baggage service and flight connections on the day oversight.

What you'll do

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.

• Lead a team of agents working in all customer care areas
• Act as nominated GSC (Ground Security Coordinator)
• Be responsible for the security and turn of each aircraft, focusing on above and below wing turn activity in line with American Airlines IDC functions
• Responsible for on the day turn metrics including door opening, start of boarding, end of boarding metrics
• When working at the gates, utilize a comprehensive IDC checklist to ensure success at the gates and on time performance
• Ensure security measures are in place at each gate and in adherence to the AOSP (eg: vendor oversight)
• Partner with APHCC to ensure vendors and business partners are ready as part of the aircraft turn both above and below wing
• Ensure handover of cabin takes place on each turn
• Deliver crew briefings on each turn, placing importance on AYR metrics
• Liaise with APHCC Turn Coordinator assigned to the flight for Crew arrival times, TSATS, fueling and RRR
• Coordinate/Huddle with ramp teams on Arrival and Departure to ensure aircraft is fully compliant.
• Carry out drill exercises and report any discrepancies to corporate security
• Ensure overall compliance at the gate and the turn
• Ensure Lav and Water and fuel slips are with the captain in a timely manner
• Responsible for reviewing and escalating pre and post flight security issues. Escalation through APHCC Turn Coordinators.
• Carry out daily drill exercises in all areas of work and report any discrepancies to Corporate Security
• Ensure PPBM (Positive Passenger Bag Match) is adhered to as per CAA/TSA Regulations
• Ensure catering and IFE items are in place prior to boarding
• Be responsible for all security paperwork and flight sign offs including ensuring bag pulls are initiated in a timely manner and completed
• Take responsibility for turn performance on the day for your flights, including immediate reviews of delays and other reporting as needed
• Drive NPS scores in your area and feed back to your agents the trends, including having more targeted conversations when needed. These conversations should be documented in the agreed manner
• Promote on the day Kiosk utilization in the Lobby and make sure the lobby flow is set up well each morning with correct signage etc. This includes holding briefings with airport teams who support flow.
• Ensure arrival readiness of turn by adhering to IDC check list
• Be responsible for pre-flight departure security issues and post cleaning cabin security search
• Ensure appropriate escalation to ASMs as needed
• Ability to travel on company business when necessary
• Ability to work nights, weekends, and/or holidays as well as extended hours outside of the scheduled shift
• The operation is 24/7/365

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High School diploma or equivalent
• 4+ years of Operational Support and Customer Service experience
• Preferred Qualifications- Education & Prior Job Experience
• Experience in airport operations and reservation systems including working knowledge of Sabre and QIK

Skills, Licenses & Certifications

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Strong customer care skills
• Strong analytical skills
• Problem solving skills
• Highly developed interpersonal and organizational skills
• Ability to be flexible
• Ability to analyze situations and implement strategies under pressure, specifically during IROPs
• Proven experience of leading a team
• Proven experience of monitoring and managing front line team attendance

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.