Customer Service Manager, Airport Customer Experience Administration

About the role

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you’ll love this job

American 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 team’s effort by creating a safe, reliable operation while delivering an exceptional customer experience. This role is part of the Airports Team within the Customer Experience Division.

Responsibilities

• Drive operational excellence while maintaining a safety‑conscious environment that promotes end‑to‑end exceptional customer service, ensuring employee and customer safety and well‑being.
• 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 frontline team members in skill development, customer service elevation, and company culture behaviors.
• Foster effective relationships with team members that promote compassion, authenticity, integrity, respect, and dignity.
• Allocate resources and provide appropriate support to enable teams to meet operational goals safely.
• Ensure ongoing safety and reliability of operations through self‑audits, observations, root‑cause investigations, and related safety engagements.
• Promote effective communication among departments to achieve common goals.
• Ensure compliance with the Joint Collective Bargaining Agreement (JCBA) and corporate policies/procedures.
• Embrace core values: passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty.
• Analyze station‑specific data regularly to improve scheduling, training, and overall station performance.
• Conduct lost‑time conversations.
• Understand corporate initiatives (e.g., One Team, One Turn metrics) and apply them locally.
• Apply union contract rules/regulations in interactions with frontline team members and union leaders.
• Produce local reporting based on station leadership needs.

Minimum Qualifications

• High School diploma or GED Equivalency

Preferred Qualifications

• Previous airport customer service experience.
• 2 years experience leading others.
• Knowledge of company policies and procedures and functional automation applications.
• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment.
• Ability to actively listen—giving full attention, understanding points, and asking questions as appropriate.
• Critical thinking ability—using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to monitor and assess performance of self, team members, and the operation to make improvements or take corrective action.
• Strong decision‑making skills.
• Ability to work independently as well as collaboratively.
• Ability to work under demanding operational conditions.
• Ability to prioritize and execute with a sense of urgency and preciseness.
• Ability to use sound business judgment to resolve issues with internal and external customers.
• Ability to coordinate station activities and collaborate with multi‑functional departments and agencies to ensure essential needs are met for a safe, efficient, on‑time operation.
• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
• USPS clearance or ability to obtain USPS clearance (requires five‑year U.S. residency).
• Ability to fulfill FAA criminal background checks for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
• Valid driver’s license as required by local authorities, if applicable.
• Ability to work extra hours when operational needs arise.
• Ability to work rotating shifts including weekends, holidays, and days‑off.

Pay

The pay range for this role is $51,000 to $86,500, taking into account the qualifications and experience of the selected candidate.

Schedule

Ability to work rotating shifts, including weekends, holidays, and days‑off, with the flexibility to work extra hours when operational needs arise.

Benefits

• Travel perks: access to 365 destinations on more than 6,800 daily flights for you, your family, and friends.
• Health benefits: medical, dental, prescription, and vision coverage from day one, plus virtual doctor visits and flexible spending accounts.
• Wellness programs: tools, resources, and support to help you be your best self.
• 401(k) program: available upon hire with employer contributions after one year for eligible workgroups.
• Additional benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.
• Inclusion and diversity initiatives: 20+ Employee Business Resource Groups fostering an inclusive work environment.