Leads the overall operations of the customer care group, including customer experience, departure dependability, baggage handling performance, and international arrivals
Oversees all facets of outstanding customer service delivery throughout the operating day
Coordinates the overall daily activities pertaining to AA and partners with departments throughout the airport environment, both internal and external, to promote peak operating efficiency of airline operation
Monitors and develops performance metrics to enhance sustainable delivery of customer care goals
Optimizes trained manpower, equipment, facilities, and funds for Customer Care
Oversees and manages departmental budget and cost control, including forecasting, in order to ensure accuracy and accountability for overall resource management
Seeks opportunities for continuous improvement; provides recommendations and implements initiatives to increase revenue, reduce cost, gain efficiencies, and improve customer service and employee experience
Demonstrates and cultivates collaborative relationships across all work groups and teams
Establishes and maintains open communication and a collaborative relationship with all levels of union leadership
Ensures AA remains in compliance with all governmental requirements, e.g. OSHA, TSA, FAA, and Department of Transportation, through the development and implementation of procedures