Customer Service Manager, Airport Workforce Management

American Airlines Group • Dallas, TX

415d

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 operational excellence, safety advocacy, and fostering a positive work environment that aligns with the company's core values. CSMs will engage in coaching, mentoring, and resource allocation to meet departmental and company objectives, all while navigating a fast-paced and dynamic environment.

Requirements

• High School diploma or GED equivalency.
• Previous airport customer service experience preferred.
• 2 years of experience leading others.
• Knowledge of company policies and procedures and functional automation applications.
• Ability to engage and support an inclusive working environment.
• Strong communication skills across all levels of the operation.
• Critical thinking ability to assess and resolve complex staffing issues.
• Ability to work independently and collaboratively under demanding conditions.
• Proficiency in Microsoft Office applications.

Nice To Haves

• Experience with GS Realtime and other operational software programs.
• USPS clearance or the 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 based on 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).
• Embrace and promote the company's core values.

Benefits

• Travel perks for employees and their families to explore 365 destinations.
• Health benefits including dental, vision, and prescription coverage from day one.
• Access to wellness programs and virtual doctor visits.
• 401(k) program with employer contributions after one year.
• Employee Assistance Program and pet insurance.
• 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