Experienced Customer Service Manager for American Airlines - Leading Client Experience and Operational Excellence in the Aviation Industry

Introduction to American Airlines and Our Mission

Are you ready to explore a world of possibilities, both at work and during your downtime? Join our American Airlines family, and you'll travel the globe, develop your expertise, and become the best version of yourself. As you embark on this new journey, you'll tackle challenges with flexibility and finesse, acquiring new skills and propelling your career while having a great time. Feel free to enhance both your personal and work life and jump on board!

About the Role: Customer Service Manager

American Airlines is seeking a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and leadership within the organization. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American Airlines association. As a CSM, you will be responsible for driving operational excellence, ensuring a safe and high-performing activity, and delivering an exceptional client experience.

Key Responsibilities:

• Drive functional excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer support, resulting in employee and customer safety and well-being.
• Be a safety advocate: Identify safety concerns and address them on a case-by-case basis.
• Establish team and individual objectives in support of departmental and company goals; mentor and coach frontline colleagues in skill development, customer service enhancement, and company culture behaviors.
• Establish and promote effective relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and dignity.
• Effectively allocate resources and provide appropriate support to enable teams to meet operational objectives in a safe manner.
• Ensure the ongoing safety and reliability of our operation by conducting self-reviews, observations, root cause analyses, and other related safety engagement.
• Promote effective communication among departments to engage our team to work together to achieve shared objectives.
• Experience with Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/procedure.
• Embody the core values: (Passion, accountability, efficiency, reliability, integrity, sincerity, authenticity, energy, and dedication).
• Ability to resolve complex shortages on service with minimal supervision.
• Solid communicator with all levels of the operation.
• Can manage multiple software programs simultaneously to quickly investigate the operation and determine the best course of action over the course of the day.

Essential Qualifications:

To be successful in this role, you will need:

• A Bachelor's degree.
• 3 years of experience driving others.
• Past airport customer care experience.
• Knowledge of company policies and procedures and useful automation applications.

Preferred Qualifications:

While not required, the following qualifications are preferred:

• Training and previous professional training.
• Experience working in a fast-paced, dynamic environment.
• Ability to work independently and as part of a team.

Skills and Competencies:

To excel in this role, you will need to possess the following skills and competencies:

• Ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive workplace.
• Ability to effectively listen - concentrating on what others are saying, taking the time to understand the points being made, asking questions as appropriate.
• Decision-making ability to reason - using logic and analysis to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to monitor and evaluate performance of self, colleagues, and the operation to make improvements or take corrective action.
• Solid problem-solving skills.
• Ability to work independently as well as collaboratively.
• Ability to work under demanding operational circumstances.
• Ability to prioritize and execute with a sense of urgency and accuracy.
• Ability to use sound business judgment to resolve issues with internal and external customers.

Career Growth Opportunities and Learning Benefits:

At American Airlines, we are committed to helping our employees grow and develop in their careers. As a Customer Service Manager, you will have access to a range of training and development programs, including leadership development, customer service training, and operational excellence initiatives. You will also have the opportunity to work with a diverse range of colleagues and stakeholders, developing your communication and collaboration skills.

Work Environment and Company Culture:

American Airlines is a dynamic and inclusive workplace, where everyone is valued and respected. We are committed to creating a workplace culture that is supportive, collaborative, and empowering, where everyone can thrive and reach their full potential. Our 20+ Employee Business Resource Groups are centered on connecting our employees to our customers, suppliers, communities, and shareholders, helping employees reach their full potential and creating an inclusive workplace to address and exceed the needs of our diverse world.

Compensation, Perks, and Benefits:

As a Customer Service Manager at American Airlines, you will be eligible for a range of benefits, including:

• Medical benefits: On the first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay well.
• Wellness programs: We want you to be your best self - that's why our wellness programs provide you with the right tools, resources, and support you need.
• 401(k) program: Available upon hire and, depending on the workgroup, company contributions to your 401(k) program are available after one year.
• Additional benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.

Conclusion:

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Manager at American Airlines, you will be part of a dynamic and inclusive team, working together to deliver exceptional customer experiences and drive operational excellence. Don't miss out on this opportunity to take your career to the next level and be part of the largest airline in the world. Apply now and join our American Airlines family!