Customer Service Manager, Airport Customer Experience

About the Role

This position is part of the Hubs & Gateways or Stations Team within the Customer Experience Division. You will be responsible for ensuring a high-performing operation by leading, engaging, coaching, and developing front-line team members while supporting their efforts to create a safe, reliable operation and deliver an elevated customer experience.

Responsibilities

• Drive operational excellence.
• Create an environment that cares for frontline team members and celebrates team successes.
• Lead the airport team to perform work safely, efficiently, and in compliance with federal, state, and local regulations, including DOT, FAA, and other government agencies.
• Provide frontline teams with exceptional support to deliver superior customer service.
• Coach and mentor frontline team members in skill development, customer service elevation, and company culture behaviors.
• Promote an environment of mutual respect and trust among team members.
• Establish and foster effective relationships with external and internal customers, emphasizing compassion, authenticity, integrity, respect, and dignity.
• Provide direction and support using effective resources to enable high team performance.
• Assess operational conditions to ensure corporate and local scorecard metrics are met through cross-departmental collaboration.
• Work extra hours during operational needs.
• Work rotating shifts, including weekends, holidays, and days off.

Requirements

• High School diploma or GED equivalency.
• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment.
• Active listening skills—giving full attention to others, understanding points made, and asking appropriate questions.
• Critical thinking ability—using logic and reasoning to identify strengths and weaknesses of alternative solutions or approaches.
• Ability to monitor and assess performance of self, team members, and operations 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 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 multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
• USPS clearance or the ability to obtain it (USPS requires five-year U.S. residency).
• Ability to pass 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.

Preferred Qualifications

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

Benefits

• Travel Perks: You, your family, and friends can explore 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, access health, dental, prescription, and vision benefits, virtual doctor visits, flexible spending accounts, and more.
• Wellness Programs: Tools, resources, and support to help you be the best version of yourself.
• 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.

Work Environment

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of our dynamic workforce. Our 20+ Team Member Business Resource Groups connect team members to customers, suppliers, communities, and shareholders, helping everyone reach their full potential while fostering an inclusive environment.