Customer Service Manager, Airport Customer Operations

American Airlines Group - Dallas, TX

Full-time - Mid Level

Dallas, TX

Air Transportation

About the position

The Customer Service Manager (CSM) at American Airlines is responsible for leading and developing front-line team members to ensure a safe and high-performing operation while delivering exceptional customer service. This role involves fostering a positive work environment, promoting safety, and achieving operational excellence within the Airports Team of the Customer Experience Division.

Responsibilities

• Drive operational excellence while maintaining a safety-conscious environment that promotes exceptional customer service.
• Act as a safety advocate by identifying and addressing safety concerns.
• Establish team and individual goals aligned with departmental and company objectives; coach and mentor team members in skill development and customer service.
• Promote effective relationships with team members that foster compassion, integrity, respect, and dignity.
• Allocate resources effectively to support teams in achieving operational goals safely.
• Conduct self-audits, observations, and root cause investigations to ensure ongoing safety and reliability of operations.
• Facilitate effective communication among departments to achieve common goals.
• Ensure adherence to the Joint Collective Bargaining Agreement (JCBA) and corporate policies.
• Manage escalated service issues and maintain visibility to team members during problem resolution.
• Deliver key corporate and local information to frontline leaders efficiently.

Requirements

• High School diploma or GED equivalency.
• Previous airport customer service experience preferred.
• 2 years of experience leading others preferred.
• Knowledge of company policies and procedures and functional automation applications.

Nice-to-haves

• Ability to bring out the best performance in the workforce through proactive employee engagement.
• Critical thinking ability to identify strengths and weaknesses of solutions.
• Strong decision-making skills.
• Ability to work independently and collaboratively under demanding conditions.
• Knowledge of Microsoft Office applications.

Benefits

• Travel perks for you, your family, and friends to explore 365 destinations.
• Health benefits including dental, vision, and prescription coverage from day one.
• Access to wellness programs for personal development.
• 401(k) program with employer contributions after one year.
• Employee Assistance Program, pet insurance, and discounts on hotels and travel.