Manager, Airport Customer Care

American Airlines Group-posted about 1 year ago
Full-time • Mid Level
Philadelphia, PA
5,001-10,000 employees
Air Transportation
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The Manager, Airport Customer Care is responsible for overseeing customer service operations at American Airlines, ensuring the highest level of customer satisfaction and experience. This role involves managing day-to-day activities at ticket counters and gates, developing staff, and implementing processes to improve efficiency and productivity within the Customer Experience Division.

  • Oversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilities
  • Ensures efficient use of resources to achieve operational performance targets
  • Enforces all company and departmental procedures including safety and security
  • Reviews staffing requirements and bid schedules for all employees
  • Communicates procedural changes to Customer Service Managers and frontline employees ensuring compliance
  • Monitors and analyzes trends to achieve on time performance
  • Mentors and develops employees
  • Identifies areas which require improvement
  • Develops and implements processes to achieve improved efficiency and productivity
  • Enhances vendor relations and ensures contractual obligations are performed
  • Ensures all internal audit requirements are in compliance
  • Develops an annual expense plan and monitors the budget
  • Assists with interviews and selection of CSMs/Customer Service Supervisors
  • Ability to work rotating shifts including nights, weekends and holidays
  • Complete other duties as required
  • Bachelor's Degree in Business Management or relevant field or equivalent experience/training
  • 3 years' work experience in Airline Customer Service supervisory
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Excellent analytical skills and proficient use of PC related software
  • Strong leadership and organizational skills
  • Ability to multi-task and handle shifting priorities within a fast-paced, dynamic work environment and can tolerate high stress situations
  • Ability to effectively delegate work assignments and manage large groups of employees
  • Travel Perks: Access to 365 destinations on more than 6,800 daily flights across the global network
  • Health Benefits: Access to health, dental, prescription and vision benefits from day one
  • Wellness Programs: Tools, resources and support for personal well-being
  • 401(k) Program: Available upon hire with employer contributions after one year
  • Employee Assistance Program
  • Pet insurance
  • Discounts on hotels, cars, cruises and more
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