Job Summary

At American Airlines, we pride ourselves on delivering an exceptional travel experience to our customers. We are seeking a dynamic and experienced Customer Service Manager to oversee our Airport Customer Operations. In this pivotal role, you will lead a team dedicated to ensuring the highest standards of customer service and operational efficiency at our airports. Your expertise in managing customer interactions, resolving issues, and optimizing operational processes will be key to enhancing our passengers travel experience and maintaining our commitment to excellence.

Key Responsibilities

• Leadership & Team Management: Supervise and support a team of customer service representatives and airport staff, including hiring, training, and performance evaluations.
• Customer Experience Enhancement: Develop and implement strategies to improve customer satisfaction and address any service-related issues promptly and effectively.
• Operational Oversight: Ensure smooth and efficient airport operations by coordinating with various departments, including ground services, ticketing, and baggage handling.
• Problem Resolution: Handle complex customer complaints and issues with empathy and professionalism, ensuring timely and satisfactory resolutions.
• Compliance & Standards: Adhere to all regulatory requirements, company policies, and industry standards to maintain high operational standards and safety protocols.
• Performance Metrics: Monitor and analyze performance metrics and customer feedback to identify areas for improvement and implement necessary changes.
• Collaboration: Work closely with other managers and departments to streamline processes and enhance overall operational efficiency.

Required Skills and Qualifications

• Leadership Skills: Proven ability to lead and motivate a team, fostering a positive and productive work environment.
• Customer Service Expertise: Strong background in customer service management with a track record of enhancing customer experiences and resolving conflicts.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with customers, staff, and senior management.
• Problem-Solving: Strong analytical and problem-solving abilities, with a proactive approach to addressing and resolving issues.
• Organizational Skills: Exceptional organizational skills with the ability to manage multiple priorities and adapt to changing circumstances.

Experience

• Experience: Minimum of 5 years in customer service or operational management roles within the airline or related industry, with at least 2 years in a supervisory capacity.
• Industry Knowledge: Familiarity with airport operations, airline policies, and regulatory requirements is highly preferred.

Working Hours

• Schedule: Full-time position with a flexible schedule, including evenings, weekends, and holidays as required by operational needs.

Knowledge, Skills, and Abilities

• Knowledge: Understanding of airport operations, airline industry standards, and customer service best practices.
• Skills: Proficiency in using customer service software and systems; strong interpersonal and leadership skills.
• Abilities: Ability to remain calm under pressure, adapt to changing situations, and maintain a high level of professionalism.

Benefits

• Competitive Salary: Attractive compensation package commensurate with experience.
• Health Benefits: Comprehensive medical, dental, and vision insurance.
• Retirement Plans: 401(k) plan with company match.
• Travel Perks: Discounted travel benefits for employees and their families.
• Professional Development: Opportunities for career growth and development through training and educational programs.

Why Join American Airlines?

At American Airlines, we are committed to fostering an inclusive and dynamic work environment. By joining our team, you will be part of a company that values innovation, teamwork, and excellence. We offer a supportive culture where your contributions are recognized, and your career growth is encouraged. Be part of a team that is dedicated to providing exceptional service and making travel a memorable experience for our customers.

How to Apply

To apply for the position of Customer Service Manager – Airport Customer Operations, please submit your resume and a cover letter detailing your relevant experience and qualifications to us. American Airlines is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.