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!

This job is a member of the Operations Administration team within the Customer and Operational Excellence organization supporting Airports, Contact Centers, and Inflight Dining Operations. As part of this centralized team, you will lead transformative initiatives that strengthen workforce reliability and elevate customer service by fostering a culture of accountability and supportive engagement. Apply structured planning and advanced analytics—including AI-driven methodologies—to optimize attendance management and lost time processes, while driving continuous improvement through innovative, centralized strategies. Grow your career through engagement with stakeholders across our Skyview campus, including Operations senior leadership. This role empowers you to shape the future of operations administration at American Airlines through collaboration, best practices, and forward-thinking solutions.

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.

• Drive improvements in customer and team member experience while prioritizing a safety-conscious environment as part of the centralized lost time team for Airports, Contact Centers, and Inflight Dining Operations.
• Engage frontline team members to improve attendance and support overall performance.
• Collaborate with operational leaders, union partners, HR, and Labor Relations to implement centralized strategies and drive continuous improvement.
• Ensure compliance with corporate policies, procedures, and union agreements while understanding how corporate initiatives apply locally.
• Apply structured planning and leverage data, analytics, and AI-driven insights to optimize attendance management, scheduling, and lost time processes.
• Produce location-specific reporting and analyze performance data to identify opportunities for improvement.
• Develops and mentors team members for growth within the organization
• Provides guidance, counseling, training, coaching and administer corrective action
• Works closely with Human Resources/Employee Relations to ensure understanding and proper application of policies, procedures and the collective bargaining agreement
• Establishes and maintains a positive work environment that encourages and rewards excellence while fostering team-spirit through engagement
• Build strong, respectful relationships that foster integrity, compassion, and collaboration across teams and stakeholders.
• Promote clear communication and teamwork across departments to achieve shared objectives.
• Embrace and model core values such as passion, commitment, reliability, and positivity in all interactions.
• Ability to work flexible schedules and travel as needed to support operational priorities.

Minimum Qualifications – Education & Prior Job Experience

• Bachelors degree or equivalent experience/training

Preferred Qualifications – Education & Prior Job Experience

• 2 years leadership experience
• Previous contact center or airport operational experience
• Proficiency in Reservations or Airports operating and performance reporting systems

Skills, Licenses, and Certifications

• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
• Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
• Ability to lead, train, develop, and motivate a team in a fast-paced, ever-changing environment
• Ability to manage multiple tasks and effectively handle shifting priorities
• Ability to analyze and interpret complex documents
• Ability to resolve difficult personnel and administrative issues
• Creative thinking and problem-solving skills
• Strong presentation skills
• Knowledge of Microsoft Office to include Word, Excel, Outlook, etc

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

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.