Customer Experience Specialist Jobs in Charlotte, NC

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

• Responsible for directing all workforce administration planning and execution activities including, Budgets, Operating Plans, Shift Bids, Monthly Spending, and Staffing Levels.
• This job is a member of the Hubs & Gateways Team within the Customer Experience Division.

What you'll do

• Identifies and analyzes major trends and variances from operating plan and other performance areas
• Oversees people movement, RIF and recalls, payroll processing, and leaves of absence
• Oversees Shift Bids, Vacation Bids, Overtime, Time Duty Limits, Change of Shift
• Produces various reports and strategic analysis relating to manning, lost time, budget, spending, and overtime explaining variances
• Monitors spending performance, manpower, operating performance and unit costs
• Provides Leadership to Administrative teams responsible for Manning, Payroll, Audits, Hiring and Reductions in Force
• Partner closely with Lost Time Administration including:
  • Administration the Attendance Control Policy for all TWU/IAM team members Administration Attendance for CWA/IBT team members Leave of Absence and alleged fraud investigations
• Management of ad hoc projects as required

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in relevant field or equivalent experience/training
• 5 years of airline operations experience with at least 2 years in a supervisory/management role
• Previous finance or business planning experience or equivalent work experience
• Previous Managerial, Budget, and Auditing experience
• Previous experience leading a large organization
• Strong presentation and communication skills
• Capability to digest complex fact scenarios and develop compelling arguments

Preferred Qualifications- Education & Prior Job Experience

• Education & Prior Job Experience- Business Administration or Finance Degree

Skills, Licenses & Certifications

• Extensive business, operational, and financial background with experience in assessing business requirements and developing manpower requirements
• Ability to function in a high volume multi project environment
• Knowledge of airline industry
• Strong attention to detail
• Ability to be flexible and adapt in fast changing environment
• Must have excellent organizational and planning skills
• Ability to lead and motivate employees
• Ability to be decisive and able to work under demanding operational conditions in a stressful environment
• Knowledge of company policies and procedures
• Ability to negotiate skillfully in tough situations with both internal and external customers.
• Ability to identify opportunities for improvement as well as proven success implementing strategic initiatives under time constraints
• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Applicable valid driver’s license as required by local authorities, if applicable

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.