Customer Service Manager, Airport Customer Experience

American Airlines Group • Durham, NC

417d

About The Position

This position is part of the Hubs & Gateways or Stations Team within the Customer Experience Division at American Airlines. The role focuses on leading and developing front-line team members to ensure operational excellence and a high-quality customer experience. The individual will be responsible for creating a safe and efficient work environment while supporting team members in delivering superior customer service.

Requirements

• High School diploma or GED equivalency
• Previous airport customer service experience
• 2 years experience leading others
• Knowledge of company policies and procedures
• Ability to engage and support an inclusive working environment
• Active listening skills
• Critical thinking ability
• Ability to monitor and assess performance
• Strong decision-making skills
• Ability to work independently and collaboratively
• Ability to prioritize and execute tasks with urgency
• Knowledge of Microsoft Office applications
• USPS clearance or ability to obtain it

Nice To Haves

• Experience in a fast-paced operational environment
• Familiarity with functional automation applications

Responsibilities

• Drives operational excellence
• Creates an environment that cares for frontline team members and celebrates team successes
• Leads airport team to perform work safely and efficiently in compliance with regulations
• Provides exceptional support to frontline team members for superior customer service
• Coaches and mentors team members in skill development and company culture
• Promotes mutual respect and trust among team members
• Establishes effective relationships with customers to foster compassion and integrity
• Provides direction and support to enable high performance
• Assesses operational conditions to meet corporate and local metrics
• Ability to work extra hours and rotating shifts including weekends and holidays

Benefits

• Travel perks for employees and their families
• Health, dental, prescription, and vision benefits from day one
• Wellness programs for personal development
• 401(k) program with employer contributions after one year
• Employee Assistance Program
• Pet insurance
• Discounts on hotels, cars, and cruises

What This Job Offers

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