Customer Service Manager – Airport Customer Operations

Job Summary:

As the Customer Service Manager for Airport Customer Operations at American Airlines, you will be at the forefront of delivering exceptional service and operational excellence. This role is crucial in ensuring that our passengers experience a seamless, efficient, and pleasant journey from check-in to boarding. You will lead a team of dedicated customer service professionals, manage airport operations, and drive initiatives that enhance the overall passenger experience. Your leadership will play a key role in upholding American Airlines commitment to excellence and customer satisfaction.

Key Responsibilities:

• Leadership and Management: Oversee and mentor a team of customer service agents, providing guidance, support, and development opportunities to ensure high performance and employee satisfaction.
• Operational Oversight: Manage day-to-day airport operations, including check-in, boarding, and customer inquiries, ensuring compliance with company policies and industry regulations.
• Customer Experience: Develop and implement strategies to improve the passenger experience, address service issues, and resolve complaints effectively and efficiently.
• Collaboration: Coordinate with various departments, including ground operations, security, and flight crews, to ensure smooth and timely operations.
• Training and Development: Design and deliver training programs for customer service staff to enhance their skills and knowledge, ensuring they are equipped to handle diverse passenger needs.
• Performance Metrics: Monitor and analyze performance metrics to identify areas for improvement, set goals, and drive initiatives that enhance operational efficiency and customer satisfaction.
• Crisis Management: Handle operational disruptions and emergencies with composure, providing clear communication and solutions to minimize passenger inconvenience.

Required Skills and Qualifications:

• Proven leadership skills with a track record of managing and developing high-performing teams.
• Strong interpersonal and communication skills, with the ability to handle complex customer interactions and resolve conflicts.
• In-depth knowledge of airport operations, customer service best practices, and relevant regulatory requirements.
• Exceptional problem-solving abilities and a proactive approach to addressing and resolving operational challenges.
• Proficiency in using airport management systems and other relevant software tools.

Experience:

• Minimum of 5 years of experience in customer service roles within the airline or aviation industry, with at least 2 years in a supervisory or managerial position.
• Demonstrated experience in managing airport operations and leading a team in a fast-paced environment.

Working Hours:

• This is a full-time position with a flexible schedule, including weekends, holidays, and varying shifts to accommodate airport operation hours.

Knowledge, Skills, and Abilities:

• Knowledge: Thorough understanding of airport operations, customer service standards, and industry regulations.
• Skills: Strong leadership, communication, and organizational skills. Ability to manage multiple priorities and work under pressure.
• Abilities: Ability to motivate and lead a team, handle difficult situations with professionalism, and implement effective strategies to enhance service delivery.

Benefits:

• Competitive salary with performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off and employee travel benefits.
• Opportunities for professional growth and career advancement.

Why Join American Airlines:

At American Airlines, we are committed to creating a culture of excellence, inclusivity, and innovation. Joining our team means being part of a dynamic organization that values your contributions and supports your career development. As a Customer Service Manager, you will have the opportunity to make a significant impact on the passenger experience and be a key player in our mission to provide outstanding service.

How to Apply:

Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and qualifications. Please apply through our careers page on the American Airlines website or send your application to us with the subject line Customer Service Manager – Airport Customer Operations Application. American Airlines is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.