Sr Customer Service Manager, Airports JFK

Sr Customer Service Manager, Airports JFK Location: John F Kennedy International Airport (JFK-TRML) Cities: New York City JFK - NY Requisition ID: 86199 Intro Join our American Airlines family to travel the world, grow your expertise, and become the best version of yourself while delivering exceptional customer experiences. Why you'll love this job Goal-oriented Sr. Customer Service Manager role focused on elevating team performance and leadership within American Airlines. Lead, coach, and develop a high-performing front‑line team while ensuring safety, reliability, and an exceptional customer experience. Work in a fast‑paced, dynamic environment passionate about safety, teamwork, and leadership. Create a workplace that fosters mutual respect, trust, responsibility, and core values. Member of the Airports Team within the Customer Experience Division. Based at John F. Kennedy International Airport. Pay range: $71,000 to $100,000 (based on qualifications and experience). What you'll do Drive operational excellence while maintaining a safety‑conscious environment to deliver end‑to‑end exceptional customer service. Serve as a safety advocate, identifying concerns and driving improvements to reduce operational risks. Set team and individual goals aligned with departmental and company objectives; coach and mentor front‑line members. Foster effective relationships with team members built on compassion, authenticity, integrity, respect, and dignity. Ensure safety and reliability through self‑audits, observations, root‑cause investigations, and safety engagements. Promote communication across departments to achieve common goals. Understand and adhere to the Joint Collective Bargaining Agreement and corporate policies. Manage escalated service issues and support peers as needed. Deliver corporate and local information efficiently to front‑line leaders. Lead change‑management efforts across multiple teams and departments. Analyze performance trends to address bottlenecks and improve on‑time performance and customer satisfaction. Lead strategic initiatives and special projects beyond the usual scope. Act as a contact for interactions with other departments, senior management, and external agencies on shift‑related matters. Resolve complex, systematic challenges at a strategic level. Support backup of the Manager on Duty during absences or high‑volume periods. All you'll need for success Minimum Qualifications High School diploma or GED equivalency. 4+ years of leadership experience across operational roles. Ability to work shift work, including weekends and holiday. Must work on‑site at the assigned base/location. Preferred Qualifications Bachelor’s degree or equivalent experience/training preferred. 2+ years of airport customer service and/or hospitality industry experience. Knowledge of company policies, procedures, and functional automation applications. Project management experience. Analytical work experience. Skills, Licenses & Certifications Active listening and effective communication. Advanced critical thinking and problem‑solving skills. Performance monitoring and improvement capabilities. Strong leadership and organizational skills. Ability to work independently and collaboratively. Strong decision‑making under demanding operational conditions. Ability to prioritize and execute with urgency and precision. Sound business judgment for resolving issues with internal and external customers. Coordination of station activities with multi‑functional departments and agencies. Proficiency in Microsoft Office and role‑specific software (e.g., Prime, GETNG, SABRE, GS Realtime). USPS clearance or eligibility to obtain USPS clearance. Flexibility to work extra hours, rotating shifts, weekends, holidays, and days‑off as needed. What you'll get Travel Perks to 365 destinations on more than 6,800 daily flights. Health, dental, prescription, and vision benefits, plus virtual doctor visits and flexible spending accounts. Wellness programs and resources. 401(k) Program with potential employer contributions after one year. Additional benefits such as Employee Assistance, pet insurance, and discounts on hotels, cars, cruises. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. #J-18808-Ljbffr American Airlines