Customer Service Manager, Airport Customer Experience

Customer Service Manager, Airport Customer Experience

American Airlines Group

San Antonio, TX

Full-timeNo Degree NeededHealth insurance

About the position

The Customer Service Manager at American Airlines is responsible for leading and developing front-line team members to ensure operational excellence and an elevated customer experience at the airport. This role involves creating a supportive environment, coaching team members, and ensuring compliance with regulations while fostering strong relationships with both internal and external customers.

Responsibilities

• Drives operational excellence
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• Creates an environment that cares for frontline team members and celebrates team successes
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• Leads airport team to perform their work safely and efficiently in compliance with regulations
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• Provides exceptional support to frontline team members for superior customer service
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• Coaches and mentors team members in skill development and company culture
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• Promotes mutual respect and trust among team members
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• Establishes effective relationships with customers that foster compassion and integrity
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• Provides direction and support to enable high performance
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• Assesses operational conditions to fulfill corporate and local metrics
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• Works extra hours as needed for operations
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• Works rotating shifts including weekends and holidays

Requirements

• High School diploma or GED equivalency
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• Previous airport customer service experience
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• 2 years experience leading others
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• Knowledge of company policies and procedures
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• Knowledge of functional automation applications
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• Ability to engage and support an inclusive working environment
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• Strong listening skills and critical thinking ability
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• Ability to monitor and assess performance for improvements
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• Strong decision-making skills
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• Ability to work independently and collaboratively
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• Ability to work under demanding conditions
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• Ability to prioritize and execute tasks urgently
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• Knowledge of Microsoft Office applications
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• USPS clearance or ability to obtain it

Nice-to-haves

• Experience in a customer service role within the airline industry
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• Familiarity with airport operations and regulations

Benefits

• Travel Perks for employees and their families
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• Health, dental, prescription, and vision benefits from day one
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• Access to wellness programs
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• 401(k) program with employer contributions after one year
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• Employee Assistance Program
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• Pet insurance
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• Discounts on hotels, cars, and cruises