Customer Service Manager, Cargo Operations - United Kingdom LHR

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 position is a key member of the Cargo Operations team reporting to the LHR Operations Manager for America’s Cargo division.
• The post holder is expected to act as a key representative for the Company in planning and delivery of a consistently high-level execution of the LHR operation.  
   

Responsibilities will include:

• Ensuring the operation is effectively working towards meeting or exceeding performance metrics at LHR.  Provide superior customer service experience including leads and vendor management inclusive of daily oversight.
• Implementing and monitoring policies, procedures, and business processes for cargo/mail operations.
• Leads and directs airport personnel to perform their work in a safe and efficient manner in compliance with Local regulations, and other government agencies.
• Establishes and maintains effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity. 
• Provides direction and appropriate support structure using effective resources to enable the team to deliver high performance. 
• Promotes a professional culture that is both socially responsible and ethical.
• Continue to evaluate, recommend, and implement new processes to improve performance. Increase efficiency and resource utilization.
• Ensure that security, Dangerous Goods adherence, operational training and other objectives are met consistently and on a timely basis, in accordance with both the American’s and local regulations.
• Work with handling partners and any necessary authorities to ensure delivery of the highest handling performance results.
• Oversee compliance with AA Performance Standards and compliance with all regulatory requirements.
• Engage and partner with the commercial team to have joint goals and ownership of the LHR cargo hub.
• Maintaining audit requirements, meeting service targets and identifying opportunities to improve work processes to support changes in the business.
• To support and participate in departmental projects and oversee the development of any project for process and business improvements.
   

Additional Duties and expectations:

• Engage regularly with all airport departments, vendors and airport authority, as required, to ensure compliance and to review any open issues, etc.
• Carry out all duties in a professional and effective manner.
• Review AA Cargo systems regularly and produce compliance and performance reports. 
• Timely notification to senior management of any DG or security incidents.  Also, timely notification to senior management of any operational issues 
• Continue to ensure that best practices are employed across the region. 
• Ensure that the LHR Cargo facilities are responsive to the customer’s needs.
• Participate in operational and other meetings, for AA Cargo.
• Cultivate the partnership between AA Cargo and handling partners.
• Have knowledge and understanding of Customs and Regulatory requirements for LHR.
• To comply with the AA Rules of Conduct Europe & Pacific and work within the context of all Company’s policies & procedures.
• To be aware of and sensitive to differences and work in a way consistent with the principles of equal opportunities and anti-discriminatory practice.
• To maintain and respect confidentiality at all times and to ensure adherence to the Company’s Confidentiality Policy (currently under review).
• To undertake appropriate training as agreed with their manager and to take responsibility for self-development.
   

Minimum Qualifications- Education & Prior Job Experience

• Previous experience of working in an airline environment.
• Strong analytical skills
• Excellent communication skills
• The ability to effectively multi-task during stressful situations 
• The ability to work with a range of different departments and all levels of management within AA.
• The ability to look beyond the immediate needs of the LHR operation in order to identify the best opportunity for AA.
• Strong quantitative analysis skills to be able to identify and value sales opportunities.
• Must be able to communicate effectively in both spoken and written English and the local language (if applicable)
• A highly motivated people manager who can drive our handling partners to achieve departmental delivery goals.
• Strong business acumen – understanding the importance of accountability and outstanding customer service and with     the other departments and vendors that support the successful delivery of such.
• Proactive and able to think strategically. 
• Ability to deal with difficult discussions with other departments and key stakeholders sensitively and effectively. 
• Have the confidence and ability to build credibility and effective working relationships. 
• Ability to maintain confidentiality and be respectful of opposing views and opinions.
   

Preferred Qualifications- Education & Prior Job Experience

• Cargo technical knowledge and experience preferable/advantageous

Skills, Licenses & Certifications

• Strong interpersonal and communication skills, with a proven track record of achieving results through collaborative efforts.
• Ability to effectively prioritize competing tasks to achieve optimal outcomes.
• Willingness to tackle complex problems with minimal supervision.
• Setting Direction, Leading and Engaging Teams, Driving Business Performance and Change, Developing and Recognizing Others
   

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.