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.