Customer Service Manager, Airport Customer Experience Administration

American Airlines Group • Dallas, TX

403d

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 involves fostering a positive work environment, promoting safety, and achieving operational goals through effective coaching and resource allocation. The CSM will also engage in continuous improvement initiatives and uphold the company's core values.

Requirements

• High School diploma or GED equivalency.
• Previous airport customer service experience preferred.
• At least 2 years of experience leading others.
• Knowledge of company policies and procedures and functional automation applications.

Nice To Haves

• Ability to engage and support an inclusive working environment.
• Strong critical thinking and decision-making skills.
• Proficiency in Microsoft Office applications.

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 frontline team members.
• Promote effective relationships with team members that foster compassion, integrity, and respect.
• Allocate resources effectively to support teams in achieving operational goals safely.
• Conduct self-audits and safety engagements to ensure ongoing safety and reliability of operations.
• Facilitate effective communication among departments to achieve common goals.
• Ensure adherence to corporate policies and procedures, including the Joint Collective Bargaining Agreement (JCBA).
• Analyze station-specific data to improve scheduling, training, and overall performance.
• Conduct lost time conversations and understand corporate initiatives relevant to the local station.

Benefits

• Travel perks for you and your family 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, pet insurance, and discounts on hotels and travel.

What This Job Offers

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