Team Lead, Attendance and Lost Time

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This 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 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, and 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 :

Skills, Licenses & Certifications :

Feel free to take advantage of all that American Airlines has to offer :

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.

EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION POLICY American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices : hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.