Customer Service Manager, Airport Customer Care

American Airlines Group • Washington, VA

401d • $59,263 - $81,283

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 engage in operational excellence, manage escalated service issues, and promote effective communication among departments to achieve common goals.

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 and critical thinking ability.
• Ability to monitor and assess performance for improvements.
• Strong decision-making skills and ability to work independently and collaboratively.
• Ability to work under demanding operational conditions and prioritize tasks with urgency.
• Proficiency in Microsoft Office applications.

Nice To Haves

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

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 engage teams in achieving 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 front-line leaders efficiently.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Air Transportation
• Education Level: High school or GED