Sr Customer Service Manager, Airports (BOS)

About the role

Join our American Airlines family and you’ll travel the world, grow your expertise and become the best version of you. This position is a member of the Airports Team within the Customer Experience Division and is based at the Boston Logan International Airport.

Responsibilities

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being.
• Proposes innovative solutions and inspires their teams to achieve success.
• Be a safety advocate: Look for safety concerns and address them as needed. Identifies and drives opportunities to improve American’s safety culture and reduce operational risks.
• Establishes team and individual goals in support of departmental and company objectives;
• Covers and mentors frontline team members in skill development, customer service elevation, Mentors, coaches, and develops future leaders by creating pathways for advancement.
• Ensures the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements.
• Mentors Customer Service Managers on how to drive a safe and reliable operation.
• Promotes effective communication among departments to engage our team to work together to achieve common goals.
• Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensures adherence to corporate policy/procedure.
• Manages escalated service issues and be visible to your team members when problems arise. May assist and guide peer Customer Service Managers as needed.
• Sets the expectations and ensure team members understand the why behind the focus/criticality.
• Led change management efforts, advocating for and orchestrating change across multiple teams and departments, ensuring changes are sustainable and aligned with organizational vision.
• Identifies and addresses operational bottlenecks by analyzing performance trends and implementing targeted improvements that drive on-time performance and customer satisfaction.
• Takes charge of station initiatives and special projects that extend beyond the usual scope, leading strategic endeavors that drive operational excellence.
• Acts as a point of contact for interfacing with other departments, senior management, and external agencies on shift-related matters that require a higher level of negotiation or collaboration.
• Solves complex, systematic challenges that impact the organization at a strategic level.
• On occassion and for cross-training purposes, serves as a backup for the Manager on Duty position during absences or high-volume periods, which includes, but is not limited to leading frontline leaders.

Requirements

• Education & Prior Job Experience: High School diploma or GED equivalency, 4+ years of previous leadership experience across various operational roles, Must be able to work shift work, including weekends and holidays.
• Preferred Qualifications: Bachelor’s degree or equivalent experience/training preferred but not required, 2+ years of previous airport customer service and/or hospitality industry experience.
• Skills, Licenses & Certifications: Ability to influence others in order to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment, Advanced critical thinking skills - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems, Strong leadership and organizational skills, Advanced decision-making and problem-solving 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, Knowledge of company policies and procedures and functional automation applications, Project management experience, Analytical work experience.

Qualifications

• Education & Prior Job Experience: High School diploma or GED equivalency, 4+ years of previous leadership experience across various operational roles, Must be able to work shift work, including weekends and holidays.
• Preferred Qualifications: Bachelor’s degree or equivalent experience/training preferred but not required, 2+ years of previous airport customer service and/or hospitality industry experience.
• Skills, Licenses & Certifications: Ability to influence others in order to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment, Advanced critical thinking skills - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems, Strong leadership and organizational skills, Advanced decision-making and problem-solving 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, Knowledge of company policies and procedures and functional automation applications, Project management experience, Analytical work experience.

Skills

• Ability to influence others in order to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment.
• Advanced critical thinking skills - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Strong leadership and organizational skills.
• Advanced decision-making and problem-solving 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.
• Knowledge of company policies and procedures and functional automation applications.
• Project management experience.
• Analytical work experience.