Customer Service Manager, Airport Workforce Management

American Airlines Group - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

5,001-10,000 employees

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. The CSM will drive operational excellence while delivering exceptional customer service, fostering a culture of safety, teamwork, and respect. This role involves coaching, mentoring, and establishing effective relationships within the team to achieve departmental and company objectives.

Responsibilities

• Drive operational excellence while maintaining a safety-conscious environment.
• 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 within the team that foster compassion and respect.
• Allocate resources effectively to support operational goals safely.
• Conduct self-audits and safety engagements to ensure ongoing safety and reliability.
• Facilitate effective communication among departments to achieve common goals.
• Coordinate assignments for front-line team members to dynamically work flights at gates.

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.

Nice-to-haves

• Ability to bring out the best performance in the workforce through proactive engagement.
• Critical thinking ability to identify strengths and weaknesses of solutions.
• Ability to monitor and assess performance for improvements.
• Strong decision-making skills.
• Ability to work independently and collaboratively under demanding conditions.

Benefits

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Pet insurance
• Vision insurance