Team Lead, Inflight Performance

American Airlines, the largest airline in the world, is known for its expansive global network, exceptional customer service, and strong commitment to inclusion and diversity. With over 6,800 daily flights connecting 365 destinations, the company offers its employees a dynamic and supportive work environment aimed at personal and professional growth. Joining the American Airlines family means embarking not just on a career but a journey that provides opportunities to travel the world, develop new skills, and become the best version of yourself. Employees are encouraged to enrich both their personal and professional lives, benefiting from an inclusive culture supported by more than 20 Employee Business Resource Groups that connect team members to customers, suppliers, communities, and shareholders. This enables employees to reach their full potential while contributing to a company that values diversity and strives to meet the needs of a global customer base.

The Team Lead position within the Inflight Performance team, part of the Customer Experience-Flight group, is a leadership role responsible for managing Crew Managers and overseeing inflight performance at assigned bases. This role requires collaboration across various departments including Labor, Legal, Team Member Relations, and local leadership to address and resolve escalated flight attendant performance matters. The Team Lead plays a pivotal role in ensuring adherence to inflight policies, procedures, and performance regulations while fostering leadership development among Crew Managers to prepare them for greater responsibility and promotional opportunities. The position also involves data analysis and reporting in partnership with the Inflight Reporting & Analytics team, strategic planning for performance improvement, and the management of special projects.

Ideal candidates will possess at least a bachelor’s degree or equivalent experience, along with more than four years of relevant customer service industry experience. The role demands flexibility, including willingness to work shifts, weekends, holidays, and the ability to work on-site at the assigned base. Preferred background includes experience in leadership management, familiarity with inflight crew management or flight attendant roles, and knowledge of American Airlines-specific systems such as SABRE/DECS-FOS and Tableau. Strong interpersonal, organizational, decision-making, and presentation skills are essential, as well as understanding of the Joint Collective Bargaining Agreement (JCBA).

This role offers a broad range of benefits from day one, including comprehensive health, dental, prescription, and vision plans, wellness programs, 401(k) retirement plans with employer contributions, and various other perks such as travel discounts and employee assistance programs. American Airlines promotes a work culture where being yourself is welcomed and valued.