Lead Agent, Airport Operations - Israel TLV

Lead Agent, Airport Operations - Israel TLV

Date:  May 22, 2023

Location: Ben Gurion Airport (TLV-TRML)  
Requisition ID: 67388 

Please make sure you have the legal right to work and live in Israel prior to applying to this position.



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


The role is a part of the Customer Services team in TLV.

In this role you'll provide leadership, guidance and direction to airport and business partner team members to ensure American Airlines delivers exceptional customer service. You will support the station General Manager to deliver all key safety, service and operational targets and standards across all areas of the airport operation. You will also ensure all security requirements that relate to the security of each flight are monitored and met, including oversight of passenger and baggage screening, controlling access to the airplane and the security of passenger, baggage and cargo acceptance

What you'll do


  • Ensure the delivery of a safe and reliable operation, taking care of our team and delivering the highest levels of service to American Airlines customers
  • Supervise flight and passenger handling activities at the airport to ensure that all functions are completed in accordance with American Airlines standards and procedures. Lead and supervise the various business partner teams and agents
  • Adapt and execute various leadership and hands on functions as the operational needs deem appropriate with flexibility of working varied hours at short notice
  • Disseminate new procedures/rules and provide technical leadership to airport agents as appropriate.
  • Provide reliable technical and procedural support to airport agents through ad hoc employee enquiries, regular employee meetings and any applicable training sessions
  • Take charge of overseeing required trainings for contract agents and ensures trainings are completed on time without failure
  • Coordinate and assign airport agents/contractor agents’ responsibilities in event of flight irregularities or Off-Schedule Operations (OSO)
  • Make timely decisions, give clear guidance, and coordinate the entire operations to minimize impact
  • Communicate across various departments including IOC, regulatory agencies, airport and airline partners to ensure delivery of service, safety and operational excellence
  • Manage daily agent assignments including co-ordination resources and manning to ensure service, efficiency and productivity are maintained
  • Produce or complete ad hoc reports requested by the GM, the ISC or their deputy
  • Constantly review operational procedures, identify areas of improvement, and proactively present recommendations to the GM
  • Commit to job roles as assigned on the shift roster or tasks assigned by the GM or the company.
  • You should be able to take on any service role including check in or gate agent, premium service agent and suitably qualified security functions
  • Implement TSA Security Directives and International Security Program procedures
  • Accept trainings relating, but not limited to customer services, security, flight operations, management skills, etc.
  • Monitor and ensure screening and searches of all passengers, baggage, cargo and aircraft cabin is conducted in compliance with the measures set forth in AOSSP, ISP and TSA Security Directives
  • Challenge and profile passengers who have suspicious signs and takes appropriate actions
  • Interface with pilot in command regarding the security of the flight and notify unusual or irregular activities if any
  • Train and supervise contracted security personnel who perform aircraft cabin search in the aircraft
  • Periodically monitor and train catering search agents at the catering facility
  • Check every arrival/departure flight data and information to prepare for special requirements related to the security
  • Administer all security directives and information and disseminate it to all people concerned as appropriate
  • Identify problem areas and reports to GM for his/her review and make recommendations for changes as necessary
  • Handle claims and problems related to the security operations and make periodical reports to GM
  • Conduct business travel as required by the company and exhibit flexibility in length of trip domestically & internationally

All you'll need for success


  • Excellent customer service delivery and people leadership ability
  • Relevant airport operational experience, comprehensive knowledge and understanding of all airport functions with particular focus on ensuring a safe and secure operation
  • Demonstrate strong interpersonal and leadership skills
  • Be able to communicate effectively with all levels of external and internal customers
  • Strong computer skills and ability to use Microsoft suite of products
  • Demonstrate sound judgment and decision-making ability
  • Demonstrate organizational ability and capability to handling and delegate multiple tasks simultaneously
  • SABRE and airline check-in systems knowledge 
  • Be a team player with strong commitment to customer services as well as to the highest degree of business ethics and compliance
  • Be adaptable to working hours and locations including night shift (6 PM- 2 AM), weekends and holidays
  • Be able to work under pressure with minimum supervision
  • Be fluent in Hebrew and English

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 Level: 42 
Requisition ID: 67388 

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