Customer Service Manager, Airport Operations at American Airlines
Overview
Lead a frontline team to deliver safe, reliable airport operations and exceptional customer service at PHX. You will coach and develop agents, manage resources, and collaborate cross-functionally to ensure end-to-end quality. Join a fast-paced, safety-focused environment with strong emphasis on leadership development. This role is part of the Airports Team within the Customer Experience Division.
What You'll Do10
- 1Build a culture of safety and service excellence across the operation and frontline staff
- 2Lead and coach team members to meet customer experience goals and company culture values
- 3Allocate resources and support teams to achieve operational goals safely and reliably
- 4Execute self-audits, observations, and root cause investigations to maintain safety and reliability
- 5Foster cross-department communication and collaboration to achieve common objectives
- 6Manage escalated service issues and communicate effectively with frontline leaders
- 7Apply union contract rules and adhere to JCBA and corporate policies
- 8Set clear expectations for why focus areas matter and how teams deliver impact
- 9Deliver timely corporate and local information to frontline leadership
- 10model and reinforce core values such as integrity, teamwork, and accountability
Requirements9
- 1High School diploma or GED
- 22 years experience leading others in airport customer service
- 3Knowledge of company policies, procedures, and functional automation applications
- 4USPS clearance or ability to obtain; permits the five-year residency requirement
- 5Valid driver license and ability to qualify for SIDA badge
- 6Ability to work rotating shifts, weekends, holidays and extra hours as needed
- 7Proven ability to work under demanding conditions and make quick decisions
- 8Strong communication and critical thinking skills
- 9Proficiency with Microsoft Office applications
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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