Customer Service Manager, Airport Customer Experience

American Airlines Group • Sacramento, CA

396d

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.

Requirements

• High School diploma or GED equivalency.
• Previous airport customer service experience preferred.
• 2 years of experience leading others.
• 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

• Knowledge of company policies and procedures and functional automation applications.
• Has USPS clearance or the ability to obtain USPS clearance.

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 enhance customer service delivery.
• 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.
• Directs and supports the team to achieve high performance using effective resources.
• Assesses operational conditions to meet corporate and local metrics through collaboration.

Benefits

• Travel perks for employees and their families to explore 365 destinations.
• Health benefits including dental, vision, and prescription coverage from day one.
• Access to wellness programs and resources.
• 401(k) program with employer contributions after one year.
• Employee Assistance Program and pet insurance.
• Discounts on hotels, cars, and cruises.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Air Transportation
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees