Customer Service Manager, Airport Workforce Management
About the position
The Customer Service Manager (CSM) at American Airlines is responsible for leading and developing front-line team members to ensure a safe and high-performing operation while delivering exceptional customer service. This role emphasizes operational excellence, safety advocacy, and fostering a positive work environment that aligns with the company's core values. CSMs will engage in coaching, mentoring, and resource allocation to meet departmental and company objectives, all while navigating a fast-paced and dynamic environment.
Responsibilities
Drive operational excellence while maintaining a safety-conscious environment that promotes exceptional customer service.
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Act as a safety advocate by identifying and addressing safety concerns.
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Establish team and individual goals aligned with departmental and company objectives.
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Coach and mentor front-line team members in skill development and customer service.
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Promote effective relationships with team members based on compassion, integrity, and respect.
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Allocate resources effectively to support teams in achieving operational goals safely.
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Conduct self-audits and safety engagements to ensure ongoing safety and reliability of operations.
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Facilitate effective communication among departments to achieve common goals.
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Ensure adherence to corporate policies and procedures, including the Joint Collective Bargaining Agreement (JCBA).
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Embrace and promote the company's core values.
Requirements
High School diploma or GED equivalency.
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Previous airport customer service experience preferred.
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2 years of experience leading others.
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Knowledge of company policies and procedures and functional automation applications.
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Ability to engage and support an inclusive working environment.
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Strong communication skills across all levels of the operation.
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Critical thinking ability to assess and resolve complex staffing issues.
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Ability to work independently and collaboratively under demanding conditions.
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Proficiency in Microsoft Office applications.
Nice-to-haves
Experience with GS Realtime and other operational software programs.
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USPS clearance or the ability to obtain it.
Benefits
Travel perks for employees and their families to explore 365 destinations.
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Health benefits including dental, vision, and prescription coverage from day one.
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Access to wellness programs and virtual doctor visits.
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401(k) program with employer contributions after one year.
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Employee Assistance Program and pet insurance.
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Discounts on hotels, cars, and cruises.
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