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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