Customer Service Manager, Airport Customer Experience

American Airlines Group - Oklahoma City, OK

Full-time - Mid Level

Oklahoma City, OK

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 strong relationships with both internal and external customers.

Responsibilities

• Drives operational excellence and creates a supportive 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 behaviors.
• 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 scorecard 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