Sr Manager, Service Recovery
Apply NowCompany: American Airlines
Location: Dallas, TX 75217
Description:
Location: DFW Headquarters Building 8 (DFW-SV08)
Cities:
Requisition ID: 78514
Job Description
Intro
Are you ready to explore a world of possibilities, both at work and duringyour 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 Senior Manager, Service Recovery carries out the customer service recovery strategy of American in the daily operation of Service Recovery via direct and indirect reports. They implement routine and contingency operational plans, ensures goals are met with respect to productivity, quality, response times, compensation, and provides support for recognition. This position liaises with other department leaders to advance goals of the department. Drives change, process improvement, efficiency, and employee engagement in Service Recovery.
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.
Acts as a point person for crisis management/brand protection issues and senior leadership escalations from customers
Implements routine and contingency operational plans to ensure consistent customer service levels
Monitors performance against objectives weekly and adjusts tactics as needed
Delivers on regulatory requirements and deadlines
Leads continuous improvement efforts related to productivity, quality and other KPMs
Leads the proactive service recovery efforts of the department
Liaises with other department leaders and other key business leaders to advance goals of the department and seeks efficiencies
Keeps the focus and momentum on improving the customer experience
Drives superior customer service, to position American Airlines as the leader in service recovery
Manages, motivates, and holds accountable Service Recovery Staff for optimum customer service levels
Helps develop and implements business plans to support and/or promote proactive, effective, and cost-efficient customer handling
Reviews, evaluates, and/or designs reports and customer scorecards for clear and meaningful measurement that drives action
Develops direct reports through coaching, counseling, and providing growth experiences and/or opportunities
Establishes and promotes a diverse and inclusive culture that fosters professional development
Some travel required; other duties as assigned
All you'll need for success
Minimum Qualifications- Education & Prior Job Experience
Bachelor's Degree, preferably in Business Administration or Management, or equivalent work experience
7+ years' leadership experience with oversight of a medium to large workforce
Preferred Qualifications- Education & Prior Job Experience
Masters of Business Administration (MBA) or advanced degree preferred
3 years' experience leading teams in a contact center environment preferred
Skills, Licenses & Certifications
Demonstrates the highest level of ethics and integrity
Ability to be an action-oriented, process and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups, as well advocating and managing change
Demonstrated ability to deliver results while simultaneously managing multiple priorities and projects
Demonstrated expertise in operational excellence and complaint handling
Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities
Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
Ability to productively and proactively adjust to dynamic situations
Excellent verbal and written communication skills, with ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization, as well as with external agencies and business partners
Proficient in Microsoft Word, Excel, Outlook, and other Company systems, as needed
What you'll get
Feel free to take advantage of all that American Airlines has to offer:
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.
Cities:
Requisition ID: 78514
Cities:
Requisition ID: 78514
Job Description
Intro
Are you ready to explore a world of possibilities, both at work and duringyour 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 Senior Manager, Service Recovery carries out the customer service recovery strategy of American in the daily operation of Service Recovery via direct and indirect reports. They implement routine and contingency operational plans, ensures goals are met with respect to productivity, quality, response times, compensation, and provides support for recognition. This position liaises with other department leaders to advance goals of the department. Drives change, process improvement, efficiency, and employee engagement in Service Recovery.
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.
Acts as a point person for crisis management/brand protection issues and senior leadership escalations from customers
Implements routine and contingency operational plans to ensure consistent customer service levels
Monitors performance against objectives weekly and adjusts tactics as needed
Delivers on regulatory requirements and deadlines
Leads continuous improvement efforts related to productivity, quality and other KPMs
Leads the proactive service recovery efforts of the department
Liaises with other department leaders and other key business leaders to advance goals of the department and seeks efficiencies
Keeps the focus and momentum on improving the customer experience
Drives superior customer service, to position American Airlines as the leader in service recovery
Manages, motivates, and holds accountable Service Recovery Staff for optimum customer service levels
Helps develop and implements business plans to support and/or promote proactive, effective, and cost-efficient customer handling
Reviews, evaluates, and/or designs reports and customer scorecards for clear and meaningful measurement that drives action
Develops direct reports through coaching, counseling, and providing growth experiences and/or opportunities
Establishes and promotes a diverse and inclusive culture that fosters professional development
Some travel required; other duties as assigned
All you'll need for success
Minimum Qualifications- Education & Prior Job Experience
Bachelor's Degree, preferably in Business Administration or Management, or equivalent work experience
7+ years' leadership experience with oversight of a medium to large workforce
Preferred Qualifications- Education & Prior Job Experience
Masters of Business Administration (MBA) or advanced degree preferred
3 years' experience leading teams in a contact center environment preferred
Skills, Licenses & Certifications
Demonstrates the highest level of ethics and integrity
Ability to be an action-oriented, process and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups, as well advocating and managing change
Demonstrated ability to deliver results while simultaneously managing multiple priorities and projects
Demonstrated expertise in operational excellence and complaint handling
Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities
Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
Ability to productively and proactively adjust to dynamic situations
Excellent verbal and written communication skills, with ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization, as well as with external agencies and business partners
Proficient in Microsoft Word, Excel, Outlook, and other Company systems, as needed
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.
Cities:
Requisition ID: 78514