Senior Manager Airport Operations, Customer Experience @ American Airlines
Regional Manager Aircraft Maintenance @ American Airlines
Manager Aircraft Maintenance – Terminal Operation @ American Airlines
Associate, Aircraft Maintenance @
College of Aeronautics, Flushing, NY
Senior Manager, Airport Operations Customer Experience for five years and over two decades in progressive management leadership roles with a broad knowledge base surrounding efficient airport and hangar operations, employee and labor engagement, project management, safety and regulatory compliance, and performance. Leverage business acumen across diverse cultures and economies. Effective communicator, tailored to the corporate executive board
Senior Manager, Airport Operations Customer Experience for five years and over two decades in progressive management leadership roles with a broad knowledge base surrounding efficient airport and hangar operations, employee and labor engagement, project management, safety and regulatory compliance, and performance. Leverage business acumen across diverse cultures and economies. Effective communicator, tailored to the corporate executive board and union officers, with a strong ability to influence, foster strategic alliances, and build consensus among parties for a healthy joint effort in meeting company’s mission and vision.
Senior Manager Airport Operations, Customer Experience @ Responsible for leading AA’s Customer Experience Improvement initiatives to improve our customer’s experience and enhance customer loyalty by involving front line employees and management in cross-functional teams. Oversee the development and delivery of various Customer Experience strategies, facilitate cross-departmental teams to execute on identified projects, establish collaborative engagement with operational department and union leadership. Interfaces with Senior Leadership for Customer Experience updates, review of business justification for project implementation and establishing strategic direction for Customer Experience initiatives. From August 2007 to Present (8 years 3 months) Regional Manager Aircraft Maintenance @ Oversaw the maintenance operation in the Latin American gateway for the domestic and international fleet, to ensure the Aircraft are in excellent mechanical condition meeting FAA stringent regulations. Led 430 employees (Managers, Supervisors, Coordinators, and Technicians) in the daily operation of 200 flights, and the overnight maintenance on a fleet of 25 aircraft at the Miami Hub.
Administered a $52M budget
Facilitate Joint process collaborative meetings with executive leadership team of the Transport Workers Union (TWU) to support the Collective Bargaining Agreement (CBA)
Implemented various employee programs, advocating: innovation, communication, safety, and leadership From 2001 to 2006 (5 years) Miami HubManager Aircraft Maintenance – Terminal Operation @ Directed the largest Hub Operation, departing over 500 flights per day.
• Led 250 employees in the daily operation of 500 flights From 1998 to 2001 (3 years) DFWManager Aircraft Maintenance – Hangar Operation @ Directed the largest Line Maintenance Hangar Operation, consisting of four hangars.
• Led 345 employees responsible for the overnight maintenance of 50 aircraft. From 1996 to 1998 (2 years) DFW
BS, Business Administration @ Barry UniversityAssociate, Aircraft Maintenance @ College of Aeronautics, Flushing, NY Mike G. Smith is skilled in: Commercial Aviation, Airlines, Aviation Industry, Airport Operations, Aircraft Maintenance, Aviation Maintenance, Avionics, Aircraft, Six Sigma, Aviation, Operations Management, Airframe and Powerplant..., Project Management, • Strategic Planning &..., Conflict Resolution, Change Management, Collaboration, Lean Continuous..., MRO Management, Technical Operations, Customer Experience, Internal/External..., Aerospace, Airline Management, Airport Management, Airports, Airworthiness, Aviation Security, Budgets, Charter, Civil Aviation, Continuous Improvement, Flight Safety, Flight Planning, Leadership, IATA, Logistics, Maintenance, Management, Overhaul, Program Management, Travel Management, Transportation, Sabre
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