Customer Service Manager, Airport Customer Operations

About the role

Join our American Airlines family and explore a world of possibilities, both at work and during your time off. As a Customer Service Manager (CSM), you will lead, engage, coach and develop the front-line team members to ensure a safe, high performing operation while delivering an exceptional customer experience.

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, identifying and addressing safety concerns.
• Establish and promote effective relationships with team members fostering compassion, authenticity, integrity, respect, and dignity.
• Allocate resources and provide support to enable teams to achieve operational goals safely.
• Promote open communication among departments to align team efforts towards achieving common goals.
• Embrace core values such as passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty.
• Manage escalated service issues and be visible to your team members during problem-solving sessions.
• Communicate key corporate and local information to frontline leaders effectively and efficiently.

Requirements

• High school diploma or GED equivalency.
• Previous airport customer service experience.
• Two years of experience leading others.
• Knowledge of company policies and procedures and functional automation applications.

Qualifications

• Education: High school diploma or GED equivalency.
• Experience: Previous airport customer service experience and two years of experience leading others.
• Skills: Proactive employee engagement, strong decision-making skills, ability to prioritize and execute with urgency, sound business judgment, and knowledge of Microsoft Office.
• Licenses/Certifications: Valid driver's license and ability to obtain USPS clearance.

Benefits

• Travel Perks: Access to 365 destinations on more than 6,800 daily flights.
• Health Benefits: Comprehensive health, dental, prescription, and vision benefits, virtual doctor visits, flexible spending accounts, and more.
• Wellness Programs: Tools, resources, and support to help you stay well.
• 401(k) Program: Employer contributions available after one year.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.

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

This position requires rotating shifts including weekends, holidays, and days-off.