American Airlines hiring Manager, Customer Success in Dallas, TX | LinkedIn (2024)
Manager, Customer Success
American AirlinesDallas, TX
American Airlines Dallas, TX
4 weeks ago
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Location: DFW Headquarters Building 8 (DFW-SV08)
Additional Locations: None
Requisition ID: 72363
This job will continue to be posted until at least 4/2/2024. If interested, please apply prior to this date.
IntroAre 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 jobAs a Manager, Customer Success, you will be an integral part of our Reservations and Service Recovery organization, leading a team of Customer Success Travel Professionals, executing American’s vision to deliver industry leading customer service recovery. This position will be responsible for leading, developing and directing our US based team, providing oversight of day-to-day service recovery operations, managing and resolving customer inquiries, feedback, and complaints. The role requires exceptional critical thinking, effective leadership and communication skills, a strong customer-centric approach (we differentiate CX by status), and the ability to navigate complex situations with empathy and professionalism. You will play a crucial role in developing your supervisors, team leads and success specialists while helping to maintain positive relationships between American Airlines, its customers and partners. Customer Success Travel Professionals are passionate about winning back customers who have experienced a service failure and caring for American Airlines’ valuable AAdvantage customers. This is an office-based position.
What You'll Do
Strive to achieve AA, Service Recovery, and individual performance goals with every travel professional, cross-functional department, partner, and customer interaction
Recruit, develop, and supervise our US-based Customer Success travel professionals, who serve as the single point-of-contact for customers who have experienced service failures, including baggage claims, complaints, or issues related to customers’ AAdvantage accounts
Provide leadership, guidance, and support to a team of Customer Success Supervisors and Team Leads
Conduct regular performance evaluations and implement improvement plans as needed
Ensure reference systems are current and any changes are communicated to frontline team members in a timely manner
Ensure all customer response libraries in all systems used by the teams are accurately updated and in line with the voice of American Airlines
Provide oversight for all communication channels used by the team (Jetnet, email, etc.)
Identify quality initiatives to enhance quality strategy for the team
Stay on top of industry trends that could enhance overall performance and leadership effectiveness by reading company resource materials and external newsletters, articles, and books and make recommendations to the team
Provide regular reporting on performance and quality metrics
Analyze performance trends and implement enhancements to policies and procedures based on your analyses
Develop presentations for all levels of leadership regarding department performance
Foster a positive and collaborative team culture
Monitor customer feedback and implement improvements based on customer input
Maintain open and effective communication channels with other departments and business partners to address customer concerns and resolve issues promptly
Keep the team informed about changes in airline services, policies, and procedures
Leverage technology and customer service tools to streamline processes and enhance the overall customer experience
All you'll need for successRequired Qualifications
Bachelor’s degree in relevant field or equivalent experience/training in the airline industry, operations or customer service positions
3 years experience leading and developing people in customer service
Experience leading teams under tight deadlines in a fast-paced operational environment
Knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook
Strong analytical skills as demonstrated in previous roles
Preferred Qualifications
Strong passion for Customer Experience Excellence
Relevant experience with Quality management
Knowledge of customer service software and tools
Strong knowledge of statistics
Knowledge of Ventana, NetTracer, WorldTracer and other SABRE applications
Fluent in both English and Spanish
Skills, Licenses And Certifications
Strong leadership and interpersonal skills
Effective presentation skills
Excellent communication (written and verbal) and problem-solving abilities.
Flexibility to work any shift and ability to work some weekends and holidays as necessary
Ability to creatively problem solve
Ability to effect change
Ability to work in a fast-paced and dynamic environment
Ability and willingness to be in-office and to travel on company business as necessary
What You'll GetFeel 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 AmericanFeel 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
Additional Locations: None
Requisition ID: 72363
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Airlines and Aviation, Aviation and Aerospace Component Manufacturing, and Consumer Services
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Prior to Covid-19, it is estimated that there were 1,500,000 flight attendant applications for only a few thousand positions. The odds of getting hired was less than 1%. The Travel Academy is successful at helping graduates get hired as flight attendants by American Airlines / Envoy (own subsidiary).
The American Airlines hiring process can be quite extensive and last between three to five weeks, but it is straightforward. The good news is that AA career opportunities are plentiful. CNBC reported that AA hired more than 16,000 employees in 2021, and planned over 18,000 hires for 2022.
A favorite industry saying is that it's harder to get hired as a Delta flight attendant than it is to get into Harvard, which had an admission rate of about 3.2 percent this year.
One airline that does not mess around with background checks and drug testing is Delta; it's one of the hardest airlines to get into as a flight attendant for those who have anything less than a squeaky-clean background.
Airlines can take 3-6 months to get through the hiring process, that's if your resume makes it through the first cut. Intense Competition. We estimate there are 1 – 1.5 million flight attendant applications for 5,000 – 10,000 jobs.
The acceptance rate to become a Flight Attendant for a major airline? — Less than 1%. Becoming a Flight Attendant is no easy task, but it's more than worth it. In order to make it in this competitive industry, you must have a solid foundation of skills and knowledge even before you enter this career field.
As of 2023, it's tougher to earn American Airlines Gold elite status — American has increased the number of Loyalty Points needed to earn its Gold tier of elite status by 33%, from 30,000 to 40,000.
This made a big splash a few years ago, when Delta revealed that it had received a total of 270,000 first-round applications for a mere 1,700 flight attendant jobs. That worked out to a minuscule 0.6 percent acceptance rate. A few comparisons: Odds of getting into Harvard University?
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