Control Center Coordinator (Chicago, IL, US) - American Airlines

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 terms and conditions of this position are covered by the International Association of Machinists (IAM)Collective Bargaining Agreement.
• The role is a part of the Control Center team within our ORD Operations group. 

What you'll do

These are the essential functions of the job

This list is intended to reflect the current job but there may be additional essential functions (and non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed when operationally necessary, observing, of course, any legal obligations including any collective bargaining obligations.

Company Radio Position

• Communicate via radio with pilots to assess needs and respond appropriately
• Answer crew member operational questions 
• Respond to flight service requests
• Communicate issues (e.g., flight delays, medicals, no parkers/wing walkers, no jet bridge drivers) to the tower customer service manager (TCSM), gate manager (GMS), business partners, and appropriate Turn Coordinator
   

Turn Coordinator 

• Facilitate turns of aircraft to mitigate delays and/or achieve on-time departures
• Review aircraft turns below minimum ground time or out of service aircraft
• Coordinate with other departments (e.g., fueling, cabin cleaning, catering) to mitigate issues and facilitate on-time departures
• Assist with requests (e.g., for aircraft holds) from other departments
• Consult with leadership on connection holds and other strategies to improve the customer experience
• Monitor customer connections to inform holds and to minimize customer travel demands
• Monitor crew assignments to minimize flight delays or interruptions
• Monitor flight activity to ensure adherence to Are You Ready (AYR) guidelines
• Monitor and respond to all assigned radio channels (e.g., ramp, passenger service) and frequencies (e.g., air, ground)
• Monitor and update flight information (FLIFO) times within the station’s scope of responsibility
• Monitor and update power and air table in the semi-automated business research environment (SABRE)
• Coordinate with the appropriate dispatcher when an update is outside of the station’s responsibility
• Alert Customer Care of relevant issues such as missed connections
• Code flight delays to record AYR failures
• Communicate failure in the AYR checklist to Control Center and departmental leadership
   

Gate Coordinator (i.e., Gate Manager) and Future Planner 

• Create gating plan to optimize connections and minimize travel interruptions
• Pre‐plan international arrival gating to maximize efficiency 
• Proactively manage all planned aircraft moves with tow teams
• Proactively review aircraft routing of departure delays greater than D20 that would impact future connecting customers and gating
• Review future routing of out of service (OTS) aircraft linked to scheduled departures with integrated operation center (IOC) to develop alternate plans if an estimated time of repair/return (ETR) increases

What you'll do (cont.)

• Adjust future arrival gates on aircraft swaps to maintain integrity of departure gating and reduce customer impact 
• Proactively review future bank aircraft minimum equipment lists (MELs) for operational impact in order to notify other employees and departments
• Review future crew routings for foreseen arrival delays with customer care coordinator (CCC) and IOC Crew Schedulers to determine operational impact
• Assist leadership in managing, tracking, and recording long taxi out delays
• Manage utilization of gate and remote parking locations
• Ensure aircraft has a safe location to park during long tarmac delays
• Respond to routing changes and cancellations to ensure aircraft gating is optimized
• Communicate gate changes to other departments and business partners
• Implement solutions to gate conflicts

Ramp Controller

• Provide clear and concise taxi instructions to facilitate the safe movement of aircraft (at certain airports)
• Grant gate pushback approval for aircraft (at certain airports)
• Accept aircraft from and handoff aircraft to the FAA (at certain airports)
• Facilitate the expeditious handling of prioritized aircraft (e.g., medicals, critical flights) (at certain airports)
• Update current field conditions in DECS
• Monitor and record fuel onboard (FOB)
• Oversee de-icing activities, including making de-icing calls
• Remain Overnight Night (RON) Coordinator
• Evaluate routing changes to the base flight schedule identifying potential impact to D0
• Coordinate with the IOC to minimize operational impact of routing changes to the base flight schedule
• Adjust future arrival gates on aircraft swaps to maintain integrity of departure gating
• Advise fueling business partner of any required defuels
• Oversee reposition of aircraft for Right Start operation

General

• Use and complete shift checklist document to ensure that all task and duties are completed
• Report to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays
• Complete job-relevant trainings
• Adhere to government regulations (e.g., DOT, FAA, TSA)
• Adhere to company policies, procedures, and performance standards
• Rotate through different assignments within the Operations/Tower Agent function
• Perform multiple tasks simultaneously or within a short time period (e.g., listening to radio, while updating internal systems and answering an incoming phone call) under tight time constraints and in high-pressure situations
• Conduct multiple communications simultaneously or within a short time period (e.g., receiving multiple aircraft calls at one time) under tight time constraints and in high-pressure situations
• Interact with others (e.g., other Tower Agents, other departments) in a professional manner
• Turn over responsibilities to other employees at the end of shift
• Monitor the environment (e.g., runways, gate areas, terminal) to ensure the safety of all personnel and vendors
• Use various computer systems
   

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Minimum one-year ramp or passenger service experience or equivalent
• High School Diploma or equivalent

Preferred Qualifications- Education & Prior Job Experience

• Minimum three years of airport operational experience
• Proficient in the following systems: GMS/Gate View, GET,QIK, SABRE, DECS, MS Excel and Word
• Familiar with ATC Ground Control Language
• College Degree

Skills, Licenses & Certifications

• Detailed knowledge of all operational computer and communication programs
• Excellent basic math skills
• Understand and clearly communicate using the English language
• Ability to work in fast-paced, high stress environment handling critical situations with accuracy and skill
• Leadership capabilities including effective verbal, written and interpersonal skills
• Proven ability to lead others to achieve business results
• Ability to interact with numerous departments and levels of management
• Ability to perform multiple tasks simultaneously and accurately

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, 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

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.