Customer Service Manager, Airport Customer Experience at American Airlines Las Vegas

Job Summary

American Airlines is seeking a dynamic and experienced Customer Service Manager to lead our Airport Customer Experience team in Las Vegas. In this pivotal role, you will be responsible for overseeing daily operations, ensuring exceptional customer service, and fostering a positive environment for both our customers and employees. Your leadership will drive the delivery of a seamless travel experience, reinforcing our commitment to excellence and customer satisfaction.

Key Responsibilities

• Lead and manage the Airport Customer Experience team, including recruitment, training, and performance management.
• Develop and implement strategies to enhance customer service operations and improve overall customer satisfaction.
• Monitor and analyze customer feedback and service metrics to identify trends and areas for improvement.
• Collaborate with cross-functional teams to ensure effective communication and coordination across airport operations.
• Resolve escalated customer issues and complaints with professionalism and empathy.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Foster a positive team culture that promotes engagement, accountability, and continuous improvement.
• Prepare and present regular reports to senior management on service performance and initiatives.

Required Skills and Qualifications

• Bachelors degree in Business Administration, Hospitality, or a related field.
• Minimum of 5 years of experience in customer service management, preferably in the airline or travel industry.
• Strong leadership and team management skills with a proven ability to motivate and develop staff.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment while managing multiple priorities.
• Proficient in data analysis and using metrics to drive decision-making.
• Knowledge of airport operations and customer service best practices.

Experience

• Experience in a managerial role within the customer service sector, particularly in a high-volume environment.
• Demonstrated success in improving customer satisfaction scores and implementing service enhancements.
• Proven track record of developing and executing successful customer service strategies.

Working Hours

• This position requires flexibility to work various shifts, including weekends, holidays, and evenings, based on operational needs.

Knowledge, Skills, and Abilities

• Strong analytical and problem-solving skills.
• Ability to build relationships with a diverse range of stakeholders.
• Commitment to maintaining high standards of customer service.
• Familiarity with relevant airline regulations and customer service standards.
• Proficiency in Microsoft Office Suite and customer relationship management (CRM) software.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching.
• Travel privileges and discounts for employees and their families.
• Opportunities for professional development and career advancement.

Why Join

Joining American Airlines means becoming part of a diverse and inclusive team dedicated to delivering exceptional experiences to our customers. We value innovation, collaboration, and integrity, and we are committed to fostering a workplace where all employees can thrive. If you are passionate about providing outstanding customer service and leading a team to success, we invite you to apply.

How to Apply

Interested candidates are encouraged to submit their resume and a cover letter detailing their relevant experience and qualifications through our careers page at American Airlines Careers. We look forward to reviewing your application!