Customer Service Manager, Airport Customer Experience Administration

About This Role

This role is for a goal-oriented Customer Service Manager at American Airlines, focused on leading and developing frontline teams to ensure safe, high-performing operations and exceptional customer experience. The position involves driving operational excellence and fostering a positive team environment.

Responsibilities

• Drive operational excellence while maintaining a safety-conscious environment that promotes exceptional customer service.
• Act as a safety advocate, identifying and addressing safety concerns.
• Establish team and individual goals in support of departmental and company objectives.
• Coach and mentor frontline team members in skill development, customer service elevation, and company culture behaviors.
• Establish and promote effective relationships with team members that foster compassion, authenticity, integrity, respect, and dignity.
• Effectively allocate resources and provide appropriate support to enable teams to deliver on operational goals safely.
• Ensure the ongoing safety and reliability of operations by conducting self-audits, observations, and root cause investigations.
• Promote effective communication among departments to achieve common goals.
• Analyze station-specific data regularly to improve scheduling, training, and overall station performance.
• Understand corporate initiatives and apply them to the local station, such as One Team, One Turn metrics.

Requirements

• High School diploma or GED equivalency
• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
• Ability to actively listen, understand points, and ask appropriate questions
• Critical thinking ability to identify strengths and weaknesses of solutions
• Ability to monitor and assess performance of self, team members, and operations to make improvements or take corrective action
• Strong decision-making skills
• Ability to work independently as well as collaboratively
• Ability to work under demanding operational conditions
• Ability to prioritize and execute with a sense of urgency and preciseness
• Ability to use sound business judgment to resolve issues with internal and external customers
• Ability to coordinate station activities and collaborate with multi-functional departments and agencies for safe, efficient, on-time operation
• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability to work extra hours when operational needs arise
• Ability to work rotating shifts including weekends, holidays, and days-off

Qualifications

• High School diploma or GED equivalency
• 2 years experience leading others, preferably with previous airport customer service experience

Nice to Have

• Previous airport customer service experience
• 2 years experience leading others
• Knowledge of company policies and procedures and functional automation applications

Skills

* Required skills

Benefits

Certifications