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Sr Manager, Airport Operations Support and Customer Recovery (Phoenix, AZ, US)

American Airlines • Sr Manager, Airport Operations Support and Customer Recovery (Phoenix, AZ, US) • 5d ago

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

The Sr Manager, Airport Operations Support & Customer Recovery leads the Day of Departure (DOD) and System Support Center (SSC) teams within Global Service Recovery, providing 24/7 operational and customer recovery support across the network. This role unifies customer recovery, airport support, and technical expertise, while driving operational performance, developing leaders, and advancing process and technology improvements that enhance the customer and team member experience.

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 the Day of Departure (DOD) and System Support Center (SSC) teams, delivering 24/7 operational support and customer recovery solutions across the network.
• Execute an integrated operating strategy that aligns customer recovery, airport support, and enterprise operational objectives.
• Direct real-time recovery and mitigation efforts during disruptions, ensuring timely and effective resolution of complex operational challenges.
• Provide expert support for specialized transactions, documentation issues, systems disruptions, airport outages, and other critical operational events.
• Partner with Airport Operations, the Integrated Operations Center (IOC), Reservations, Revenue Management, Customer Care, Technology, and other stakeholders to enhance service recovery outcomes.
• Establish service standards, escalation protocols, and operating procedures that create a seamless and consistent support experience.
• Analyze operational performance and customer recovery metrics to drive improvements in efficiency, service delivery, and customer satisfaction.
• Develop and lead a high-performing team through coaching, talent development, succession planning, and performance management.
• Make strategic decisions that balance customer experience, operational performance, regulatory compliance, and revenue protection.
• Drive continuous improvement initiatives by optimizing processes, reducing manual intervention, and advancing technology-enabled solutions.
• Lead operational readiness, business continuity, and contingency planning activities to support network resilience.
• Serve as the senior escalation point during significant operational events, providing leadership, direction, and decision-making support.
• Communicate performance results, operational risks, and strategic recommendations to senior leadership.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in Business, Aviation Management, Operations Management, Hospitality, or a related field, or equivalent experience/training.
• 7 years of operational leadership, customer service, airline operations, airport operations, contact center operations, or related experience.
• 3 years of people leadership experience managing leaders and/or frontline teams.

Preferred Qualifications- Education & Prior Job Experience

• Master's degree in Business Administration, Aviation Management, or a related discipline.
• Experience leading customer recovery, irregular operations, airport support, service center, or operational control functions within the airline industry.
• Experience implementing process automation, workflow optimization, or technology-enabled operational improvements.
• Knowledge of revenue protection, customer compensation programs, and regulatory requirements impacting airline operations.
• Experience leading geographically dispersed or large-scale operational teams.
• Demonstrated success managing complex operational events and enterprise-wide service recovery initiatives.

Skills, Licenses & Certifications

• Demonstrated ability to lead large, customer-focused operational teams in a 24/7 environment.
• Strong knowledge of airline operations, airport support functions, and customer recovery processes.
• Ability to make effective decisions during disruptions and time-sensitive operational events.
• Skilled in developing high-performing teams through coaching, mentoring, and performance management.
• Proven ability to drive process improvements and implement technology-enabled solutions.
• Strong analytical skills with the ability to leverage data and performance metrics to improve outcomes.
• Demonstrated success building partnerships and influencing cross-functional stakeholders.
• Excellent communication and presentation skills with the ability to engage all levels of the organization.
• Experience leading change and driving operational transformation initiatives.
• Ability to balance customer experience, operational performance, and revenue considerations in decision-making.

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+ Team Member 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.