Manager, Global Reservations

American Airlines is the largest airline in the world, offering an extensive global network with more than 6,800 daily flights to 365 destinations. Known for its commitment to excellence in customer service and innovation, American Airlines has become a leader in the aviation industry by connecting people, communities, and businesses worldwide. As a company, American Airlines values diversity, inclusion, and the development of its employees, fostering an environment where team members can thrive both professionally and personally. This commitment is reflected in its broad range of employee benefits designed to support health, wellness, financial security, and career growth from day one of employment.

The role available is a leadership position within the Global Reservations Team, part of the Customer Experience Division. This position focuses on managing, training, and motivating a team of supervisors and team leaders who oversee call center sales agents and customer service representatives, including specialty desk representatives. The primary objective is to lead the call center operations effectively to meet and exceed business goals. This role offers an exciting opportunity for individuals who are passionate about delivering outstanding customer service, developing high-performance teams, and driving operational success in a dynamic and fast-paced environment.

As a leader in this role, you will be responsible for fostering a positive and motivating work culture. You will coach and mentor your team members to achieve both individual targets and broader corporate objectives. Your responsibilities will include communicating the company's business strategies clearly throughout your department and ensuring these strategies are successfully implemented. You will develop incentive programs designed to encourage and reward front-line employees while acting as the key liaison between the call center and other departments within the company.

Collaboration is a key aspect of this role. You will work closely with Operations, Training, Marketing, and Human Resources to coordinate on various initiatives, such as launching new products, implementing system upgrades, enhancing automation, refining sales techniques, and promoting new brands and travel destinations. Managing staff assignments, monitoring performance, and ensuring consistent quality service delivery will also be essential parts of your duties. Additionally, you will participate in recruiting, selecting, and onboarding new team members, ensuring they are well-integrated into the Reservations team.

This role demands flexibility and a willingness to work nights, weekends, holidays, and extended hours as operational needs require. It also offers travel opportunities, allowing you to experience and understand the airline's global network firsthand, supporting your role in delivering exceptional service.