Customer Service Manager, Airport Workforce Management (Philadelphia, PA, US)

American Airlines • Philadelphia, PA

76d

About The Position

American Airlines is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization. CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience. This job is a member of the Domestic Airports Team within the Customer Experience Division.

Requirements

• High School diploma or GED Equivalency.

Nice To Haves

• Previous airport customer service experience.
• 2 years experience leading others.
• Knowledge of company policies and procedures and functional automation applications.

Responsibilities

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service.
• Be a safety advocate: Look for safety concerns and address them as needed.
• Establish team and individual goals in support of departmental and company objectives.
• Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors.
• Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity.
• Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner.
• Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements.
• Promote effective communication among departments to engage our team to work together to achieve common goals.
• Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure.
• Embrace the core values: Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty.
• Ability to solve complex staffing issues with minimal oversight.
• Strong communicator with all levels of the operation.
• Can manage multiple software programs at the same time to quickly analyze the operation and determine best course of action throughout the day.
• Coordinate assignments for frontline team members to dynamically work flights at gates.
• Utilizes GS Realtime and other programs (i.e. Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs and tour reports.
• Being proactive and efficient with time management.
• Ability to work extra hours when there are operational needs.
• Ability to work rotating shifts including weekends, holidays and days-off.

Benefits

• Travel Perks: Access to 365 destinations on more than 6,800 daily flights.
• Health Benefits: Access to health, dental, prescription and vision benefits from day one.
• Wellness Programs: Tools, resources and support for personal wellness.
• 401(k) Program: Available upon hire with employer contributions after one year.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Air Transportation
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees