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Customer Service Manager, Airport Customer Experience id-16833

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About the position

As a Customer Service Manager in the Airport Customer Experience team at American Airlines, you will play a pivotal role in ensuring operational excellence and delivering an elevated customer experience. This position is part of the Hubs & Gateways or Stations Team within the Customer Experience Division. Your primary responsibility will be to lead, engage, coach, and develop front-line team members, ensuring they perform their duties in a safe and efficient manner while complying with all relevant regulations, including those set by the DOT, FAA, and other government agencies. You will be instrumental in creating a supportive environment that celebrates team successes and fosters mutual respect and trust among team members. In this role, you will provide exceptional support to your team, enabling them to deliver superior customer service. You will coach and mentor team members in skill development, customer service excellence, and adherence to company culture. Establishing effective relationships with both internal and external customers will be crucial, as you will need to promote compassion, authenticity, integrity, respect, and dignity in all interactions. You will assess the operational environment to ensure that corporate and local scorecard metrics are met, collaborating across departments and levels to achieve these goals. Flexibility is key in this position, as you will be required to work extra hours when operational needs arise and be available for rotating shifts, including weekends and holidays. Your leadership will be essential in driving a high-performing operation that prioritizes safety and customer satisfaction.

Responsibilities

  • Drive operational excellence within the airport team.
  • Create an environment that cares for frontline team members and celebrates team successes.
  • Lead the airport team to perform their work safely and efficiently, complying with all regulations.
  • Provide exceptional support to frontline team members to enable superior customer service delivery.
  • Coach and mentor team members in skill development and company culture behaviors.
  • Promote mutual respect and trust among team members.
  • Establish effective relationships with internal and external customers.
  • Provide direction and support to enable high performance from the team.
  • Assess operational conditions to ensure corporate and local metrics are met through collaboration.
  • Work extra hours as needed and be available for rotating shifts.

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 (preferred).
  • Ability to engage and support an inclusive working environment.
  • Strong active listening skills.
  • Critical thinking ability to evaluate solutions and approaches.
  • 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.
  • Knowledge of Microsoft Office applications.

Nice-to-haves

  • Experience in a customer service leadership role in an airport setting.
  • Familiarity with Federal, state, and local regulations related to airport operations.

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 and resources.
  • 401(k) program with employer contributions after one year.
  • Employee Assistance Program and pet insurance.
  • Discounts on hotels, cars, cruises, and more.
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