Jeannie Driscoll
Managing Director, Customer Operations, Clt (2017-2020) & Dfw (2020-present) @American Airlines
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WORK HISTORY
Managing Director, Customer Operations, Clt (2017-2020) & Dfw (2020-present) @American Airlines
Charlotte, NC, US
Lead customer operations at the 2 largest corporate hubs through customer-centric process, people, technology, financial, accountability, and regulatory optimizations, with teams of 3400+ supporting 500+ flights per day.Business Operations- Manage operations strategy by building aligned strategic plans, developing annual budgets, defining business justifications, and ensuring compliance, through successful implementation and company-wide adoption- Drive continual safety and compliance best practices through audits and observations, targeting trainings, cross-functional collaboration, and corrective action planning, minimizing controllable incidents while reducing on-the-job injuries- Cultivate a people-centered culture including programming, targeted recruitment, succession planning, cultivating awareness, and leadership development, garnering enterprise recognition for developing future leaders and increasing diversity by 60%+- Foster productive union partnerships through collaborative problem solving, aligned change management planning, ongoing relationship development, and new contract execution, consistently enhancing the overall employee experience.Change Leadership- Streamline a customer operations framework by creating role standardization, implementing clear processes, and defining primary and secondary KPIs, reducing flight delays by up to 50% YoY- Implement a data-centric staffing model through Dynamic Staffing focused on process automation, resource alignment, and workflow optimization- Revamp end-to-end baggage operations including root cause analysis, gap identification, resource realignment, and new technology implementation, handling 70K+ bags daily with key improvements such as:+ Decreasing YoY mishandling by 2% through process development, technical trainings, and metric-driven accountability.+ Scaling transfer related productivity through redesigning and implementing new procedures and staffing strategies.
SKILLS
ABOUT JEANNIE DRISCOLL
Customers will never love a company until the employees love it first.” – Simon Sinek A business leader with repeated success in building, scaling, and optimizing performance through people leadership, operational excellence, and a consistent client-centered focus. Spent a career in the highly regulated, complex airline industry leveraging an analytical mindset, collaborative leadership style, and ability to drive productive, profitable change. Key accomplishments include- People: Leading teams of up to 3,400 focusing on people development, DEI culture, accountability, and employee experience- Operations: Reducing headcount expenses through process improvements and operational efficiencies- Customer: Winning the enterprise 1st Customer Cup award in Orlando for exceeding operational metrics in 2015- Change: Operationalizing migration strategy following the largest airline merger to date.
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