Customer Service Manager, Airport Workforce Management

American Airlines Group - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

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 emphasizes safety, teamwork, and leadership, fostering an environment of mutual respect and core values. The CSM will drive operational excellence and support the team's efforts to create a reliable and safe operation, enhancing both employee and customer experiences.

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 front-line 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.
• Embrace and promote core values such as passion, commitment, and reliability.
• Solve complex staffing issues with minimal oversight.
• Communicate effectively with all levels of the operation.
• Manage multiple software programs to analyze operations and determine the best course of action.
• Coordinate assignments for front-line team members to work flights at gates.
• Utilize GS Realtime and other programs to manage staffing and operational needs.
• Demonstrate proactive time management and the ability to work extra hours as needed.
• Work rotating shifts, including weekends, holidays, and days-off.

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.
• Critical thinking ability to evaluate solutions and approaches to problems.
• Ability to monitor and assess performance for improvements.
• Strong decision-making skills.
• Ability to work independently and collaboratively under demanding conditions.
• Ability to prioritize and execute tasks with urgency and precision.
• Sound business judgment to resolve issues with customers.
• Ability to coordinate activities with multi-functional departments.
• Proficiency in Microsoft Office applications.

Nice-to-haves

• Knowledge of the Joint Collective Bargaining Agreement (JCBA).
• USPS clearance or ability to obtain it.

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, cars, and cruises.