Sr Customer Service Manager, Airports (LGA)

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 and advance your career while enjoying a flexible and dynamic work environment.

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 driving improvements in 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.
• Mentor Customer Service Managers on operational safety and reliability.
• Promote effective communication among departments to engage team members towards achieving common goals.
• Manage escalated service issues and be visible to team members during problem resolution.
• Assist and guide peer Customer Service Managers as needed.
• Deliver key corporate and local information to frontline leaders efficiently and effectively.
• Set expectations and ensure team members understand the importance of focus and criticality.
• Lead change management efforts, advocating for and orchestrating change across multiple teams and departments.
• Identify and address operational bottlenecks by analyzing performance trends and implementing targeted improvements.
• Lead strategic endeavors that drive operational excellence.
• Act as a point of contact for interfacing with other departments, senior management, and external agencies on shift-related matters.
• Solve complex, systematic challenges that impact the organization at a strategic level.
• Occasionally serve as a backup for the Manager on Duty position during absences or high-volume periods.

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.
• 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 and 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.
• 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.

Pay

The pay range for this role is $71,000 to $100,000, taking into account the qualifications and experience of the selected candidate.

Schedule

This position is based at LaGuardia International Airport and requires shift work, including weekends and holidays.