Customer Service Manager, Airport Customer Operations

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 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, resulting in employee and customer safety and well-being.
• Act as 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.
• Build 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 safety engagements.
• Promote effective communication among departments to engage teams in working together to achieve common goals.
• Maintain familiarity with the Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policies and procedures.
• Embrace core values: passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty.
• Manage escalated service issues and remain visible to team members when problems arise.
• Deliver key corporate and local information to frontline leaders efficiently and effectively; set expectations and ensure team members understand the "why" behind priorities.
• Apply union contract rules and regulations in daily interactions with frontline team members and local union leaders.

Requirements

Minimum Qualifications:

• 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 skills—giving full attention to what others are saying, taking time to understand points being made, 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 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 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.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
• USPS clearance or the ability to obtain it (USPS has a five-year United States residency requirement).
• Valid driver’s license.
• Ability to qualify for a (SIDA) badge.
• Ability to work extra hours when operational needs arise.
• 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, virtual doctor visits, flexible spending accounts, and more.
• Wellness Programs: Access to 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.

American Airlines values inclusion and diversity, with 20+ Team Member Business Resource Groups focused on connecting team members to customers, suppliers, communities, and shareholders. These groups help create an inclusive work environment to meet the needs of our diverse world.