Customer Service Manager, Airport Customer Experience Administration

About the role

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 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 front-line team members. You will support your teams' efforts by creating a safe, reliable operation while delivering an exceptional customer experience. This role thrives in a fast-paced, dynamic environment and requires a passion for safety, teamwork, leadership, and delivering a quality product to customers, front-line team members, and vendors.

CSMs enable an environment that develops front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during day-to-day operations. This job is a member 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, resulting in employee and customer safety and well-being.
• Be a safety advocate: Identify and address safety concerns as needed.
• Establish team and individual goals in support of departmental and company objectives; coach and mentor frontline team members in skill development, customer service elevation, and company culture behaviors.
• Establish and promote effective relationships with team members that foster compassion, authenticity, integrity, respect, and dignity.
• Effectively allocate resources and provide appropriate support to enable teams to deliver on operational goals safely.
• Ensure the ongoing safety and reliability of operations by conducting self-audits, observations, root cause investigations, and other related safety engagements.
• Promote effective communication among departments to engage teams in working together to achieve common goals.
• Demonstrate familiarity with the Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy and procedure.
• 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 and how they apply to the local station (e.g., One Team, One Turn metrics).
• Learn and apply union contract rules/regs in interactions with frontline team members and local union leaders.
• Produce local reporting based on station leadership needs.

Requirements

• High School diploma or GED equivalency.

Preferred Qualifications

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

Skills

• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment.
• Active listening – giving full attention to what others are saying, taking time to understand the points being made, and asking questions as appropriate.
• Critical thinking – 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.).
• Has USPS clearance or the ability to obtain USPS clearance (USPS has a five-year United States residency requirement).
• 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.
• Ability to work extra hours when there are operational needs.
• Ability to work rotating shifts including weekends, holidays, and days off.

Benefits

• Travel Perks: You, your family, and friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to health, dental, prescription, and vision benefits. Additional wellness programs and virtual doctor visits are also available.
• Wellness Programs: Access to tools, resources, and support to help you stay at your best.
• 401(k) Program: Available upon hire; employer contributions may be available after one year, depending on the workgroup.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.

About Us

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups focus on connecting team members to our customers, suppliers, communities, and shareholders, helping everyone reach their full potential and creating an inclusive work environment to meet the needs of our diverse world.