Sr Customer Service Manager, Airports (CLT)

About the role

Join our American Airlines family and you’ll travel the world, grow your expertise and become the best version of you. As a Sr. Customer Service Manager (CSM), you will lead, engage, coach and develop the front-line team members, ensuring a safe, high performing operation while delivering an exceptional customer experience.

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 your 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; Coaches 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.
• Delivers key corporate and local information to frontline leaders in an efficient and effective manner.
• Sets the expectations and ensure team members understand the why behind the focus/criticality.
• Ledges 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 occasion 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, active listening, advanced critical thinking, 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, 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 to include Word, Excel, PowerPoint, Outlook and/or other role specific software programs (i.e. Prime, GETNG, SABRE, GS Realtime, etc.). Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement, ability to work extra hours when there are operational needs, ability to work rotating shifts including weekends, holidays and days-off.

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, active listening, advanced critical thinking, 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, 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 to include Word, Excel, PowerPoint, Outlook and/or other role specific software programs (i.e. Prime, GETNG, SABRE, GS Realtime, etc.). Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement, ability to work extra hours when there are operational needs, ability to work rotating shifts including weekends, holidays and days-off.

Benefits

• Travel Perks: Access to 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: Access to 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 to your 401(k) program are available after one year.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.