Customer Service Manager, Airport Customer Experience

About the position

The Customer Service Manager for Airport Customer Experience at American Airlines is responsible for leading and developing front-line team members to ensure operational excellence and an elevated customer experience. This role involves creating a supportive environment for employees, ensuring compliance with regulations, and fostering strong relationships with both internal and external customers.

Responsibilities

• Drives operational excellence
• Creates an environment that cares for frontline team members and celebrates team successes
• Leads airport team to perform their work safely and efficiently in compliance with regulations
• Provides exceptional support to frontline team members to deliver superior customer service
• Coaches and mentors team members in skill development and company culture
• Promotes mutual respect and trust among team members
• Establishes effective relationships with customers to foster compassion and integrity
• Provides direction and support to enable high performance
• Assesses operational conditions to meet corporate and local metrics
• Ability to work extra hours and rotating shifts as needed

Requirements

• High School diploma or GED equivalency
• Previous airport customer service experience
• 2 years experience leading others
• Knowledge of company policies and procedures
• Ability to engage and support an inclusive working environment
• Active listening skills
• Critical thinking ability
• Ability to monitor and assess performance
• Strong decision-making skills
• Ability to work independently and collaboratively
• Ability to prioritize and execute tasks with urgency
• Knowledge of Microsoft Office applications
• Has USPS clearance or ability to obtain it

Nice-to-haves

• Experience in a fast-paced operational environment
• Familiarity with Federal, state, and local regulations

Benefits

• Travel perks for employees and their families
• Health, dental, prescription, and vision benefits from day one
• Wellness programs
• 401(k) program with employer contributions after one year
• Employee Assistance Program
• Pet insurance
• Discounts on hotels, cars, and cruises