American Airlines Group - San Francisco, CA

posted about 1 month ago

Full-time - Mid Level
San Francisco, CA
5,001-10,000 employees
Air Transportation

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 team members, ensuring compliance with regulations, and fostering effective relationships with both internal and external customers.

Responsibilities

  • Drives operational excellence and creates a caring environment for frontline team members.
  • Leads the airport team to perform work safely and efficiently, complying 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, fostering compassion and integrity.
  • Assesses operational conditions to meet corporate and local metrics through collaboration.
  • Ability to work extra hours and rotating shifts, including weekends and holidays.

Requirements

  • High School diploma or GED equivalency.
  • Previous airport customer service experience preferred.
  • 2 years experience leading others preferred.
  • Knowledge of company policies and procedures and functional automation applications.
  • Ability to engage and support an inclusive working environment.
  • Strong decision-making skills and critical thinking ability.
  • Ability to work independently and collaboratively under demanding conditions.
  • Proficiency in Microsoft Office applications.

Nice-to-haves

  • Experience in the airline industry.
  • Knowledge of DOT, FAA, and other government regulations.

Benefits

  • Dental insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Pet insurance
  • Vision insurance
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