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!

• The role is a part of the Operations Administration team within the Customer and Operational Excellence organization supporting Airports, Contact Centers, and Inflight Dining Operations

• You will lead a team of attendance managers and drive centralized strategies to reduce lost time, improve efficiency, and enhance the customer experience through employee engagement and workforce reliability

• Be part of a forward-thinking organization that values leadership, innovation, and collaboration to shape the future of workforce reliability.

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.

• Leads a team that supports frontline team members and leaders through adherence to attendance policies and increased employee engagement, with a commitment to reducing lost time costs and enhancing the team member and customer experience

• Leverages data and analytics to identify lost time drivers and develop strategies for improvement

• Apply structured planning and AI-informed insights to ensure consistency, efficiency, and impact to achieve organizational objectives

• Identify opportunities to scale effective strategies and other best practices across the system

• Drive innovation in workforce reliability by leveraging technology, process optimization, and industry best practices

• Creates a culture of reliability and trust, providing support for frontline team members while ensuring accountability

•

• Build strong partnerships with and serve as an escalation point for operations and union leadership

• Collaborates with Labor, Legal, Absence Management, People Business Partners, & Team Member Services for local issues and systemwide solutions

• Ensures thorough understanding of and consistent application of company and departmental policies, procedures and regulations

• Provides guidance in developing Attendance Managers for greater responsibility and promotion

• Participates in task forces and planning activities to problem solve and plan the future direction of the department

• Ability to work shift work, including weekends and holidays

• Must possess the ability and willingness to travel to airports on a regular basis, with travel requirements of 25-50 based on the needs of the team

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s Degree or equivalent experience
• 3+ years of related experience in customer service industry
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable

Preferred Qualifications- Education & Prior Job Experience

• Proven experience in workforce management, attendance programs, or operational leadership (multi-industry exposure preferred)

• Frontline team member leadership experience

• Prior knowledge of working with a contract labor group

Skills, Licenses & Certifications

• Proficiency in data visualization or project management tools (e.g., Tableau, Power BI, Power Automate, Asana)

• Knowledge of Microsoft Office Products and/or Attendance Management Systems

• Excellent interpersonal, planning and organizational skills with the ability to influence at all levels

• Demonstrates experience and proficiency in leveraging AI to drive process efficiency and effectiveness

• Ability to lead change and implement scalable solutions in dynamic environments

• Ability to effectively coordinate multiple projects at the same time and presenting comfortably in front of large groups and Sr. Leadership

Ability to work and make decisions independently with minimal supervision as well as function effectively as a member of a team.

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.