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. , • Act as a safety advocate by identifying and addressing safety concerns. , • Establish team and individual goals aligned with departmental and company objectives. , • Coach and mentor front-line team members in skill development and customer service. , • Promote effective relationships with team members based on compassion, integrity, and respect. , • Allocate resources effectively to support teams in achieving operational goals safely. , • Conduct self-audits and safety engagements to ensure ongoing safety and reliability of operations. , • Facilitate effective communication among departments to achieve common goals. , • Ensure adherence to corporate policies and procedures, including the Joint Collective Bargaining Agreement (JCBA). , • Embrace and promote the company's core values. Requirements • High School diploma or GED equivalency. , • Previous airport customer service experience preferred. , • 2 years of experience leading others. , • Knowledge of company policies and procedures and functional automation applications. , • Ability to engage and support an inclusive working environment. , • Strong communication skills across all levels of the operation. , • Critical thinking ability to assess and resolve complex staffing issues. , • Ability to work independently and collaboratively under demanding conditions. , • Proficiency in Microsoft Office applications. Nice-to-haves • Experience with GS Realtime and other operational software programs. , • USPS clearance or the ability to obtain it. Benefits • Travel perks for employees and their families to explore 365 destinations. , • Health benefits including dental, vision, and prescription coverage from day one. , • Access to wellness programs and virtual doctor visits. , • 401(k) program with employer contributions after one year. , • Employee Assistance Program and pet insurance. , • Discounts on hotels, cars, and cruises. Apply Job!