Experienced Customer Service Manager - Leading Airport Operations and Team Excellence at American Airlines

Join the American Airlines Family: Elevate Your Career and Explore Endless Opportunities

Are you ready to embark on a journey of professional growth and personal fulfillment? American Airlines invites you to be part of our dynamic team as a Customer Service Manager, where you'll have the opportunity to develop your skills, expand your network, and become the best version of yourself. As a key member of our Airports Group within the Customer Experience Division, you'll play a vital role in shaping the customer experience and driving operational excellence.

Why You'll Love This Role

As a Customer Service Manager at American Airlines, you'll be part of a talented team dedicated to delivering exceptional customer service and ensuring the smooth operation of our airport activities. You'll have the chance to develop your leadership skills, drive team performance, and contribute to a culture of safety, collaboration, and inclusivity. Our comprehensive training program and leadership development opportunities will help you grow professionally and personally, while our competitive compensation and benefits package will support your overall well-being.

Key Responsibilities

• Drive Operational Excellence: Ensure a safe and high-performing operation by leading, engaging, training, and developing frontline colleagues to deliver exceptional customer service.
• Be a Safety Advocate: Identify and address safety concerns proactively, and promote a culture of safety awareness among team members.
• Lead and Develop Your Team: Set team and individual goals that align with departmental and company objectives, and provide coaching and guidance to frontline colleagues to enhance their skills and performance.
• Foster Effective Communication: Build strong relationships with colleagues, promote empathy, credibility, and trust, and facilitate effective communication among departments to achieve shared goals.
• Ensure Compliance and Risk Management: Conduct self-audits, observations, and root cause analyses to ensure the continuous safety and reliability of our operation, and manage elevated customer issues and concerns.
• Embody Our Core Values: Demonstrate our core values of energy, accountability, proficiency, reliability, loyalty, good faith, genuineness, inspiration, and dedication in your daily work.

Essential and Preferred Qualifications

Essential Qualifications

• Bachelor's degree or equivalent experience
• 3+ years of experience leading others in a customer-facing environment
• Knowledge of company policies, procedures, and functional automation applications
• Ability to work independently and collaboratively in a fast-paced environment
• Strong communication and interpersonal skills

Preferred Qualifications

• Previous airport customer service experience
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ability to apply contractual rules and regulations
• Experience with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook
• USPS clearance or ability to obtain clearance

Skills and Competencies

To succeed in this role, you'll need to demonstrate the following skills and competencies:

• Leadership and Team Management: Ability to motivate and engage team members, and drive performance through proactive employee engagement and support for an inclusive workplace.
• Effective Communication: Ability to listen actively, communicate clearly, and build strong relationships with colleagues and customers.
• Problem-Solving and Decision-Making: Ability to analyze problems, identify solutions, and make sound business judgments to resolve issues with internal and external customers.
• Operational Management: Ability to prioritize and execute tasks with a sense of urgency and accuracy, and coordinate station activities with multi-functional departments and agencies.
• Adaptability and Flexibility: Ability to work in a dynamic environment, adapt to changing circumstances, and work varying shifts, including weekends, holidays, and days off.

Career Growth Opportunities and Learning Benefits

At American Airlines, we're committed to helping you grow professionally and personally. Our comprehensive training program and leadership development opportunities will help you develop the skills and expertise you need to succeed in your role and advance in your career. You'll also have access to a range of career development resources, including mentorship programs, career coaching, and educational assistance.

Work Environment and Company Culture

We're proud of our inclusive and diverse workplace culture, which values the contributions of all employees. Our 20+ Employee Business Resource Groups provide a platform for employees to connect with each other, share experiences, and develop professionally. We're committed to creating a work environment that is welcoming, supportive, and inclusive, and we're dedicated to fostering a culture of safety, collaboration, and respect.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• $26/hour salary
• Comprehensive benefits, including medical, dental, vision, and prescription coverage
• 401(k) program with employer contributions
• Employee Assistance Program
• Pet insurance and discounts on hotels, rental cars, and travel
• Opportunities for career advancement and professional growth

Conclusion

If you're a motivated and experienced customer service professional looking to take your career to the next level, we encourage you to apply for this exciting opportunity. As a Customer Service Manager at American Airlines, you'll play a critical role in shaping the customer experience and driving operational excellence. Join our dynamic team and discover a world of possibilities!

Apply Now!