Customer Service Manager, Airport Customer Experience

American Airlines Group - Tulsa, OK

Full-time - Mid Level

Tulsa, OK

Air Transportation

About the position

The Customer Service Manager at Tulsa International Airport is responsible for leading and developing front-line team members to ensure a high-performing operation. This role focuses on creating a safe and reliable environment while delivering an elevated customer experience. The manager will engage with team members, promote operational excellence, and foster effective 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 work safely and efficiently in compliance with regulations
• Provides exceptional support to frontline team members for 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 that foster compassion and integrity
• Provides direction and support to enable high performance
• Assesses operational conditions to fulfill corporate and local metrics
• Works extra hours as needed for operations
• Works 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 (preferred)
• 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 work under demanding operational conditions
• Ability to prioritize and execute with urgency
• Sound business judgment for resolving issues
• Knowledge of Microsoft Office applications
• USPS clearance or ability to obtain it

Benefits

• Travel Perks: Access to 365 destinations on more than 6,800 daily flights
• Health Benefits: Access to health, dental, prescription, and vision benefits from day one
• Wellness Programs: Tools and resources for personal well-being
• 401(k) Program: Available upon hire with employer contributions after one year
• Employee Assistance Program
• Pet insurance
• Discounts on hotels, cars, cruises, and more