Customer Service Manager, Airport Customer Experience

American Airlines • Minneapolis, MN

9d • Onsite

About The Position

The Customer Service Manager is part of American Airlines’ Hubs & Gateways or Stations Team within the Customer Experience Division. The role leads, engages, coaches, and develops frontline team members to support a high-performing operation and deliver a safe, reliable operation with an elevated customer experience. The manager supports operational excellence, team effectiveness, regulatory compliance, and achievement of corporate and local scorecard metrics through collaboration across departments and levels.

The position is based at Minneapolis-St. Paul International Airport. The pay range is $51,000 to $86,500, depending on the selected candidate’s qualifications and experience. The role requires rotating shifts, including weekends, holidays, and days off, and 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.
• Ability to actively listen and understand others’ points, asking questions as appropriate.
• Critical-thinking ability to use logic and reasoning to assess alternative solutions, conclusions, or approaches.
• 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 with urgency and precision.
• Ability to use sound business judgment to resolve issues with internal and external customers.
• Ability to coordinate station activities and collaborate with multifunctional departments and agencies to meet essential needs for a safe, efficient, on-time operation.
• Knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Have USPS clearance or be able to obtain it; USPS clearance requires five years of United States residency.
• Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
• 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 airport team members to work safely and efficiently and comply with Federal, state, and local regulations, including DOT and FAA requirements.
• Provide frontline team members with support so they can 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, support structures, and effective resources to enable high performance.
• Assess operational conditions and collaborate across departments and levels to meet corporate and local scorecard metrics.
• Work extra hours when operational needs require.
• Work rotating shifts, including weekends, holidays, and days off.

Benefits

• Travel perks for the employee, family, and friends across the airline’s global 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, and cruises.

What This Job Offers

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