Mark Powell
Mesa
Summary
Results-driven professional prepared to bring blend of strategic vision and hands-on leadership to dynamic organization. Background includes managing multiple regions, driving operational improvements, and spearheading initiatives that align with company goals. Known for fostering team collaboration and consistently achieving results, with core skills in leadership and strategic planning.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Regional Manager, Partnership Operations
Airport Dimensions
08.2023 - Current
- Responsible for the successful opening of airport lounges, including a high-profile client’s Flagship lounge at LGA, as well as PHX and SAN in 2024
- Negotiated and implemented key operational contracts
- Developed and implemented operational training materials and conducted training of over 500 frontline team members
- Responsible for ensuring Service Level Agreements (SLAs) are met for key client
- Developed, wrote and implemented SOPs for the entire lounge operation, including front and back of house
- Worked closely across multiple workstreams to ensure current and future lounges are developed with operational efficiencies in mind
- Worked closely with local airport authorities to meet client and airport operational needs
Head of Sales and Customer Experience
American Airlines
09.2022 - 04.2023
- Tasked with leading a team of 6 account managers through AA’s Modern Retailing and Commercial strategy
- This included: substantial revamping of the way AA offers and negotiates contracts and discounts, positioning AA as the market/industry leader in driving New Distribution Capability (NDC), and leading through changes to AA’s loyalty program
- Responsible for supporting key Corporate, Agency, and Entertainment account managers in California
- Including: territory management, client engagement, and revenue and share management
- Total territory annual sales of $100 million+
- Engaged community partners with American Airlines’ Commercial and Retail strategy
- Including: Los Angeles Sports and Entertainment Commission, British Academy of Film, Television, and Arts, British Economic Council, Kinsey Collection, various foreign consuls
General Manager
American Airlines
07.2018 - 09.2022
- Led a team of 120+ team members through the challenges of an airport move during COVID
- Partnered with vendors and project managers throughout the construction process of the new airport and supported operational readiness for the new airport
- Through AA’s SMS program maintained a safe working environment for AA team members, as well as business partners
- Maintained operational metrics, while functioning within the provided budget
- Built relationships with community partners, including government officials to drive AA’s goals and vision
Manager-on-Duty PHX Customer Operations
American Airlines
07.2014 - 06.2018
- Oversaw the PM Ramp operation with a team of 8-10 management direct reports and an overall operation of 200+
- Responsible for overall ramp training and ensuring compliance with all training requirements
- Maintained a Safe working environment and achieved operational metrics (safety, on-time performance, MBR) all four years
- Temporary assignment to OGG and SFO to assist with vendor transition and assist with leadership training and engagement, as well as Compliance and Safety
- Achieved operational collaboration with union members and leaders
Sr. Analyst/Project Manager – Customer Care - SOC
American Airlines
09.2013 - 06.2014
- Responsible for aligning all Customer Care policies and procedures between American Airlines and US Airways to achieve Single Operating Certificate approval from the FAA
- Worked cross-departmentally to ensure multiple merger-related projects were completed and on-time
- Achieved Single Operating Certificate
Supervisor/CBRO and Customer Relations Representative
US Airways/American Airlines
02.2011 - 08.2013
Various Positions
UPS
01.1993 - 12.2006
- Primary responsibility was overseeing and managing a base of accounts with the goal of increasing annual revenue
- District Sales Training Manager
- Consultant – UPS Logistics
- National Account Manager
- Olympics Liaison 2002 SLC Winter Olympic Games
- Key Account Manager
- Operational Manager
Education
Sales and Sales Management
Western Governors’ University
01.2015
Skills
- Labor Relations
- Project Management
- Community Relations
- Government Affairs
- Operational Readiness
- Safety Management Systems (SMS)
- Operations
- Staff training and development
- Strategic planning
- Staff management
Certification
Certified Project Manager, 12/01/13
Accomplishments
- Recipient of American Airlines Chairman’s Award for 4Q 2019 and Annual Chairman’s Award Recipient for 2019.
- Fluent in French – written and spoken.
- Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, Project.
Languages
English
Native or Bilingual
French
Professional Working
Timeline
Regional Manager, Partnership Operations
Airport Dimensions
08.2023 - Current
Head of Sales and Customer Experience
American Airlines
09.2022 - 04.2023
General Manager
American Airlines
07.2018 - 09.2022
Manager-on-Duty PHX Customer Operations
American Airlines
07.2014 - 06.2018
Sr. Analyst/Project Manager – Customer Care - SOC
American Airlines
09.2013 - 06.2014
Supervisor/CBRO and Customer Relations Representative
US Airways/American Airlines
02.2011 - 08.2013
Various Positions
UPS
01.1993 - 12.2006
Sales and Sales Management
Western Governors’ University
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