Customer Service Manager, Airport Customer Experience

American Airlines • Columbus, OH

3d • Onsite

About The Position

This role is part of the Hubs & Gateways or Stations Team within American Airlines’ Customer Experience Division. The Customer Service Manager is responsible for ensuring a high-performing airport operation by leading, engaging, coaching, and developing frontline team members. The role supports a safe, reliable operation and an elevated customer experience at Port Columbus International Airport in Columbus, Ohio.

The manager leads the airport team to work safely, efficiently, and in compliance with applicable regulations. They provide frontline support, develop team members, foster respectful relationships, and coordinate across departments to meet operational and customer needs. The role requires rotating shifts, including weekends, holidays, and days off, as well as extra hours when operational needs arise.

Requirements

• High school diploma or GED equivalency.
• Ability to bring out strong workforce performance through proactive employee engagement and support for an inclusive working environment.
• Active listening skills, including understanding others’ points and asking questions as appropriate.
• Critical thinking skills to assess alternative solutions, conclusions, and approaches to problems.
• Ability to monitor and assess personal, team, and operational performance and make improvements or take corrective action.
• Strong decision-making skills.
• Ability to work independently and collaboratively.
• Ability to work under demanding operational conditions.
• Ability to prioritize and execute work urgently and precisely.
• Sound business judgment to resolve issues with internal and external customers.
• Knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• USPS clearance or ability to obtain it; USPS clearance requires five years of U.S. residency.
• Ability to fulfill FAA criminal background checks to qualify for unescorted access to airport security identification display areas (SIDA), if applicable.
• Valid driver’s license as required by local authorities, if applicable.

Nice To Haves

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

Responsibilities

• Drive operational excellence.
• Create an environment that cares for frontline team members and celebrates team successes.
• Lead the airport team to work safely and efficiently and comply with Federal, state, and local regulations, including DOT and FAA requirements.
• Provide frontline team members with support that enables them to deliver superior customer service.
• Coach and mentor frontline team members in skill development, customer service, and company culture behaviors.
• Promote mutual respect and trust among frontline team members.
• Establish and promote effective relationships with internal and external customers, fostering compassion, authenticity, integrity, respect, and dignity.
• Provide direction and an appropriate support structure to help the team perform at a high level.
• Assess operational conditions and collaborate across departments and levels to meet corporate and local scorecard metrics.
• Coordinate station activities and collaborate with multifunctional departments and agencies to meet essential needs for a safe, efficient, on-time operation.

Benefits

• Travel privileges for the employee, family, and friends across the airline’s network.
• Health, dental, prescription, and vision benefits available on day one.
• Virtual doctor visits and flexible spending accounts.
• Wellness programs.
• 401(k) program available upon hire; employer contributions may be available after one year depending on workgroup.
• Employee Assistance Program.
• Pet insurance.
• Discounts on hotels, cars, cruises, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED