Customer Service Manager, Airport Customer Operations

American Airlines Group - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

Air Transportation

About the position

As a Customer Service Manager (CSM) at American Airlines, you will play a pivotal role in ensuring a safe and high-performing operation at the Charlotte/Douglas International Airport. This position is designed for individuals who are goal-oriented and eager to elevate their experience, knowledge, and network within the company. You will be responsible for leading, engaging, coaching, and developing front-line team members to create a safe and reliable operation while delivering exceptional customer service. Your leadership will foster an environment that promotes mutual respect, trust, and core values, ultimately connecting people and improving lives during daily operations. In this dynamic role, you will drive operational excellence by maintaining a safety-conscious environment that prioritizes employee and customer well-being. As a safety advocate, you will identify and address safety concerns proactively. You will establish team and individual goals aligned with departmental and company objectives, coaching and mentoring team members in skill development and customer service excellence. Building effective relationships with your team will be essential, as you promote compassion, authenticity, integrity, respect, and dignity in all interactions. Your responsibilities will also include resource allocation to support teams in achieving operational goals safely, conducting self-audits and safety engagements, and ensuring adherence to corporate policies and procedures. You will manage escalated service issues, communicate key corporate and local information efficiently, and apply union contract rules in daily interactions. This position is a member of the Airports Team within the Customer Experience Division, and you will be expected to embrace the core values of American Airlines, including passion, commitment, efficiency, reliability, and loyalty.

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 as needed.
• Establish team and individual goals that align with departmental and company objectives.
• Coach and mentor front-line team members in skill development and customer service excellence.
• Foster effective relationships with team members based on compassion, authenticity, 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.
• Promote 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 and effectively.

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.
• Strong active listening skills to understand team members' points of view.
• Critical thinking skills to evaluate alternative solutions and approaches to problems.
• Ability to monitor and assess performance for improvements or corrective actions.
• Strong decision-making skills and the ability to work independently and collaboratively.
• Ability to work under demanding operational conditions and prioritize tasks with urgency.
• Proficiency in Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.

Nice-to-haves

• Knowledge of Joint Collective Bargaining Agreement (JCBA) rules and regulations.
• Experience in a fast-paced dynamic environment.

Benefits

• Travel perks for you, your family, and friends to explore 365 destinations on over 6,800 daily flights.
• 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, depending on the workgroup.
• Employee Assistance Program, pet insurance, and discounts on hotels, cars, and cruises.