Customer Service Manager, Airport Customer Operations

American Airlines Group • Miami, FL

408d

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. CSMs 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 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 critical thinking and decision-making skills.
• Ability to work independently and collaboratively under demanding operational conditions.
• Proficiency in Microsoft Office applications.

Nice To Haves

• Experience in a fast-paced dynamic environment.
• Knowledge of union contract rules and regulations.

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, 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 frontline 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 and resources.
• 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