Airport Services Coordinator, Toronto YYZ

Intro

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!

Why you'll love this job

The job is a member of the International Airports Team within the Customer Experience Division. This role is responsible for leading a safe, high performing airport operation by engaging, coaching, and developing front line team members while delivering a reliable operation and exceptional customer experience. The role thrives in a fast paced environment and fosters a culture of safety, teamwork, leadership, mutual respect, and trust that supports team member development and improves lives during daily operations.

What you'll do

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, of course, any legal obligations including any collective bargaining obligations.

• Drives operational excellence through a strong safety culture while delivering exceptional end to end customer service and promoting employee and customer well being
• Serves as a safety advocate by proactively identifying, addressing, and preventing safety concerns through audits, observations, investigations, and ongoing engagement
• Allocates resources effectively and provides support to ensure teams meet operational goals safely and efficiently
• Sets team and individual goals aligned to departmental and company objectives while coaching and mentoring frontline team members on skill development, customer service, and cultural behaviors
• Builds strong relationships that foster compassion, authenticity, integrity, respect, and trust across the operation
• Manages escalated service issues and maintains visible leadership presence during operational challenges
• Promotes clear and effective communication across departments to align teams toward shared goals and priorities
• Communicates key corporate and local updates to frontline leaders while establishing clear expectations and reinforcing the purpose behind critical initiatives
• Applies and enforces corporate policies and union agreements in daily operations, demonstrating working knowledge of JCBA and union regulations
• Models and reinforces core values including passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty

All you'll need for success

Minimum Qualifications – Education & Prior Job Experience

• Completion of secondary school or equivalent education level
• 2+ years of experience leading others
• Fluently read, write, and speak English
• Flexibility to work rotating shifts, weekends, holidays, and extended hours

Preferred Qualifications – Education & Prior Job Experience

• Previous airport Customer Service and customer Operations experience
• Experience leading a unionized team group and collaborating with Union Leaders
• Experience leading Above and Below Wing Operations is an asset
• Knowledge of company policies and procedures and functional automation applications is an asset
• Experience within the airline industry

Skills, Licenses, and Certifications

• Proficient in Microsoft Office including Word, Excel, PowerPoint, and Outlook
• Proven ability to drive strong performance through employee engagement and inclusive leadership
• Strong communication, active listening, and collaboration skills
• Critical thinking and sound judgment used to resolve issues
• Experience assessing performance and taking corrective action
• Ability to work independently and with cross functional teams
• Strong prioritization and execution in fast paced environments
• Experience coordinating station activities with internal and external partners

What you'll get

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 benefits to help you stay well.
• 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.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

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.