Job Description

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 Managing Director of Resource Planning leads the team responsible for overseeing all resource and staffing needs for Airports and Contact Centers. This position plays a crucial role in improving American’s operational performance by ensuring our team members are present in the operation and have the tools to execute each turn. As a key leader within Airport Operations, this role will champion the long-term strategy and goals of the organization. 

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.

 

• Demonstrate visible leadership through the motivation, coaching, development, and growth of the team in their span of care, including talent and succession planning 
• Cultivate collaborative relationships across all work groups and teams across the American Airlines system, including the establishing and maintaining open communication and a collaborative relationship with all levels of union leadership
• Lead team in engineering robust staffing models for domestic and international Passenger Service, Premium Guest Services, Fleet Service, Cargo, Catering, Contact Centers and Business Partners
• Champion a 24x7 team responsible for delivering best in class operational results, including call efficiency, low abandon rates, high conversion rates, staffing utilization and cost efficiency, to ensure likelihood to recommend (LTR) goals are exceeded
• Optimize planning functions for 6K+ global contact center travel professionals in relation to shift bids, holiday bids, vacation bids, Voluntary Time Off (VTO) and overtime
• Partner with Talent Acquisition and Training leaders to ensure staffing readiness for peak operations
• Execute on a multi-channel strategy of connecting with customers in the manner they prefer (voice calls, chat, emails, text, etc.)
• Assist in the contact center digital transformation by leveraging technology – Virtual Hold (VH), Interactive Voice Response (IVR), chat and other technological solutions and enabling tools
• Partner with Division Finance in developing annual and monthly staffing forecasts impacting $2.1B in payroll expenses
• Manage workload balancing and scalability
• Integrate Amazon Connect technology, consolidate American Airlines telephony lines and standardize global customer menus
• Provide support and strategic direction for airport leadership teams as they implement approved staffing models, shift bids, and daily resource planning
• Develop and implement strategies to minimize dependence on overtime
• Serve as a resource and advisor to senior leadership on matters related to resource utilization and productivity
• Collaborate with Labor Relations on contractual provisions and negotiation strategies for passenger service and fleet service labor agreements.
• Collaborate with HR, payroll, and legal to ensure staffing models are compliant with federal, state, and local labor laws and regulations
• Develop plans to facilitate the implementation or ongoing management of Joint Collective Bargaining Agreements (JCBAs)
• Partner with division Finance to develop Airport Leadership Staffing models
• Collaborate with Network Planning, Revenue Management, Technical Operations, and other departments to ensure operations impact is taken into account when executing company initiatives

 

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in relevant field or equivalent work experience; Advanced degree preferred
• 10 years of leadership experience, including leading teams, managers, and individual contributors
• 10 years of business, operational, and financial experience with proficiency in assessing business requirements and developing teams
• Knowledge of airline industry, American Airlines (AA) business strategy, company policies and procedures, and collective bargaining agreements

Skills, Licenses & Certifications

• Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups
• Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions 
• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
• Excellent project planning and organizational skills, with ability to effectively and simultaneously manage multiple large projects within tight deadlines while maintaining attention to detail
• Excellent problem solving, negotiation, and critical thinking ability
• Ability to identify opportunities for improvement, as well as proven success implementing strategic initiatives under time constraints
• Ability to build and facilitate relationships at all levels of the organization, both internally and externally
• Excellent communication and presentation skills, with ability to handle complex topics comfortably and to interact effectively with all levels, both verbally and written

• Believes in and promotes the American Airlines five leadership attributes:
o Caring – We care about all team members
o Collaboration – We succeed as a team
o Development – We build future leaders
o Results – We drive to be the best
o Future – We continually challenge the status quo

 

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.

Job Tags

Work experience placement, Local area, Remote work, Holiday work, Flexible hours, Shift work,

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