Customer Service Manager, Airport Customer Experience

American Airlines Group - Austin, TX

Full-time - Mid Level

Austin, TX

Air Transportation

About the position

As a Customer Service Manager at American Airlines, you will play a pivotal role in ensuring a high-performing operation within the Hubs & Gateways or Stations Team of the Customer Experience Division. Your primary responsibility will be to lead, engage, coach, and develop front-line team members, ensuring they are equipped to deliver an elevated customer experience while maintaining a safe and reliable operation. You will be instrumental in creating an environment that not only cares for the frontline team members but also celebrates their successes. This position requires a commitment to operational excellence and compliance with Federal, state, and local regulations, including those set by the DOT and FAA. In this role, you will provide exceptional support to your team through various mechanisms, enabling them to deliver superior customer service. You will coach and mentor team members in skill development, customer service elevation, and embodying company culture behaviors. Establishing and promoting effective relationships with both internal and external customers will be crucial, fostering an atmosphere of compassion, authenticity, integrity, respect, and dignity. You will assess the operational environment to ensure that corporate and local scorecard metrics are met through collaboration across departments and levels. The position requires flexibility, as you will need to work extra hours when operational needs arise and be available for rotating shifts, including weekends and holidays. Your leadership will be key in driving the team to perform their work safely and efficiently, ensuring that all operational standards are met and exceeded.

Responsibilities

• Drives operational excellence within the team.
• Creates an environment that cares for frontline team members and celebrates team successes.
• Leads the 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 behaviors.
• Promotes mutual respect and trust among team members.
• Establishes effective relationships with internal and external customers.
• Assesses operational conditions to ensure corporate and local metrics are met.
• Collaborates across departments to fulfill operational needs.
• Ability to work extra hours and rotating shifts as needed.

Requirements

• High School diploma or GED equivalency.
• 2 years of experience leading others in a customer service environment.
• Knowledge of company policies and procedures.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Ability to engage and support an inclusive working environment.
• Strong decision-making skills and critical thinking ability.
• Ability to monitor and assess performance for improvements.
• Ability to work independently and collaboratively under demanding conditions.

Nice-to-haves

• Previous airport customer service experience.
• Knowledge of functional automation applications.
• Ability to actively listen and understand others' points of view.
• Experience in coordinating station activities with multi-functional departments.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Flexible spending account
• Employee assistance program
• Pet insurance
• Travel perks for employees and their families
• Wellness programs
• 401(k) program with employer contributions after one year
• Discounts on hotels, cars, cruises, and more