Sr Customer Service Manager, Airports (JFK)

About the role

Join our American Airlines family and become a Sr. Customer Service Manager (CSM). This role offers the opportunity to develop yourself within the company's leadership program, focusing on safety, customer service, and operational excellence.

Responsibilities

• Drive operational excellence while maintaining a safety-conscious environment that prioritizes end-to-end exceptional customer service.
• Propose innovative solutions and inspire your teams to achieve success.
• Act as a safety advocate, identifying and addressing safety concerns, and promoting a strong safety culture.
• Establish team and individual goals in support of departmental and company objectives; coach and mentor frontline team members in skill development and customer service.
• Maintain effective relationships with team members fostering a culture of compassion, authenticity, integrity, respect, and dignity.
• Ensure the ongoing safety and reliability of operations by conducting self-audits, observations, root cause investigations, and other related safety engagements.
• Lead change management efforts, advocating for and orchestrating change across multiple teams and departments, ensuring sustainability and alignment with the organizational vision.
• Analyze performance trends and implement targeted improvements to drive on-time performance and customer satisfaction.
• Manage escalated service issues and be visible to your team members during problem-solving sessions.
• Assist and guide peer CSMs as needed, serving as a backup for the Manager on Duty position during absences or high-volume periods.
• Deliver key corporate and local information to frontline leaders in an efficient and effective manner.
• Set expectations and ensure team members understand the importance of the focus and criticality of their roles.
• Identify and address operational bottlenecks by analyzing performance trends and implementing targeted improvements.
• Lead strategic endeavors that drive operational excellence.
• Coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation.
• Solve complex, systematic challenges that impact the organization at a strategic level.

Requirements

• High School diploma or GED equivalency with 4+ years of previous leadership experience across various operational roles.
• Able to work shift work, including weekends and holidays.
• Must be able to work on-site at assigned base/location.

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.
• Knowledge of company policies and procedures and functional automation applications.
• Project management experience.
• Analytical work experience.

Skills, Licenses & Certifications

• Ability to influence others to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment.
• Active listening - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.
• 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.
• Prioritize and execute with a sense of urgency and preciseness.
• Use sound business judgment to resolve issues with internal and external customers.
• 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.
• Has a five-year United States residency requirement.
• Able to work extra hours when there are operational needs.
• Able to work rotating shifts including weekends, holidays and days-off.

Benefits

Explore the world with us, enjoy comprehensive health benefits, wellness programs, and a robust 401(k) program. Additionally, we offer a variety of travel perks, including access to 365 destinations on more than 6,800 daily flights across our global network. Feel free to be yourself at American Airlines, where inclusion and diversity are at the heart of our dynamic workforce.