They were going to interview for positions on a newly formed Reservations team near American’s corporate headquarters in Fort Worth.
“It was really my aunt that encouraged us to apply,” said Lakshman. “Not too long after, we were all working in the same call center as Reservations agents. I could have never imagined the job would lead to so many opportunities and to the role I have today.”
A native New Yorker, it didn’t take Lakshman long to request a transfer to LaGuardia Airport (LGA) to become a customer service agent. For two years, he helped customers resolve issues, check bags and board flights before taking on additional responsibilities as a customer service manager. He also shared in the collective grief of 9/11 while helping our operation recover and adapt to new security measures.
“It was hard work,” he recalled. “But my experience on the frontline taught me an invaluable lesson about the company and the value we provide. As an airline, we tend to focus on operational performance, product offerings and new destinations, but we can’t forget our product is people.”
It’s a lesson that has stayed with Lakshman throughout his career and has helped him find purpose in his new role as Vice President of Hub Operations at Philadelphia International Airport (PHL).
“I firmly believe my purpose in life is to serve others,” Lakshman said. “Whether assisting a customer on their journey through PHL or helping mentor a future leader, it’s the ability to connect with and care for people that drives me to show up to work every day.”
A key focus for Lakshman at PHL is working to develop the frontline leadership team, ensuring their interests are married with opportunities that allow them to grow. Doing so, he believes, helps the team feel valued, more fulfilled in their work and better able to care for our customers.
Lakshman has also been instrumental in advancing equity and inclusion efforts in Philadelphia as our country works to confront the ills of racial injustice and systemic racism. Through frequent listening sessions, courageous conversations and participation in American’s newly formed Executive Sponsorship Program, his purpose has grown to ensure all team members feel heard and represented in the workplace.
“As a Black leader, I hope my role shows others that there are opportunities at American regardless of your background — and that every member of our team should feel safe and empowered to show up at work as their whole self.”
Looking forward, the challenges created by the coronavirus (COVID-19) pandemic have yet to subside, but Lakshman feels confident that by continuing to prioritize our people we will emerge a stronger team and a better airline.
“We’ve endured unimaginable hardships over the past year, but through it all we’ve worked to care for and protect one another. As we look to recover, our people are our biggest differentiator and the key to our future success.
