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The job is a member of the MAD airport team within the Europe & Asia Pacific Operations Customer Experience division. The role is responsible for managing all areas covering MAD airport operations with a direct reporting line to the Senior Regional Manager Continental Europe. You will coordinate activities of the airport operation through obtaining optimum use of equipment, facilities and personnel. You will lead the whole team (insourced / outsourced) towards achievement station performance/service targets and company goals. You will be responsible for making strategic and operational decisions, optimizing the business, leading the people and cultivating relationships with diverse audiences.

Key Responsibilities (including but not limited to)

Supervision

• Supervise co-ordinates and take overall responsibility of the performance of a team of team members and contracted personnel in all areas covering customer services, ticketing, operations, baggage service, ramp, catering and security.
• Supervision and co-ordination of airport staff including all activities such as working schedule, trainings and performance appraisals, company audits and financial wellbeing.
• Motivate employees and align them with the organizational direction and achievement of station targets/goals.
• May initiate employee hire, promotion, discharge or transfer.

Relationship management

• Build strong relationships across Alliance / oneworld partners. Find synergies and build a strong seamless end quality product/service.
• Negotiate on behalf of American Airlines with contractors, suppliers and airport authorities. Build effective alliances and partnerships with constituents.
• Be responsible for ensuring American Airlines is presented in the best possible light to airport authorities, other airlines and the public.
• Attend/conduct meetings as necessary both internal and external related to the airport operation. Including but not limited to crew hotel, catering company and ground handling company to ensure their compliance to AA’s procedures/requirements.
• Collaborate with other departments and stations to achieve efficiency.

Operations

• Ability to manage in complex country environments efficiently.
• Adept in handling critical situations; able to respond appropriately during an emergency response. Follow up on any AA service failures.
• Be responsible for meeting all operational performance goals, profitability and cost control goals.
• Resolve service and operational issues that may arise/be escalated from the daily operation, with contractors and other Airline / Airport authorities.
• Be responsible for various reports and flow of paperwork.

Financial & Regulatory

• Overall responsibility to maintain the companys legal, regulatory and procedural objectives.
• Be responsible for preparing, monitoring and controlling the total station operating budget. Meet strategic goals in operational performance and cost control.
• Ensure company standard of safety, safety and quality are maintained at all times fostering continuous improvement.
• Compile reports on any operational irregularities and present this with suggestions for corrective action to senior management.

General / Other

• Be flexible to take on additional responsibility across other regional stations as / when required.
• Undertake project work as and when required.

Core Competencies & Skills Required

• Strong leadership and people management skills to guide staff and contractors efficiently and ability to motivate employees.
• Excellent written and verbal communication skills in English and in Spanish.
• Excellent knowledge of all aspects of the airport operation and the airline industry.
• Analytical and computer skills including Excel, Word and PowerPoint.
• Ability to be totally responsible, dedicated and committed to the job.
• Demonstrate sound judgment and decision-making ability.
• Strong administrative and interpersonal skills.
• Position requires high flexibility and the ability to handle multiple priorities simultaneously.
• Excellent time management skills with ability to prioritize a demanding workload amongst competing demands.
• Ability to use own initiative and work independently.
• Good project management skills.
• Ability to maintain confidentiality and be respectful of opposing views and opinions.
• Ability and willingness to travel both domestically and internationally.

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.