Customer Service Manager, Airport Workforce Management - Phoenix PHX

Customer Service Manager

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you'll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

This job is a member of the Domestic Airports Team within the Customer Experience Division

What you'll do

Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being

Be a safety advocate: Look for safety concerns and address them as needed

Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors

Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity

Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner

Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements

Promote effective communication among departments to engage our team to work together to achieve common goals.

Familiarity with Joint Collective Bargaining Agreement ( JCBA ) and ensure team members adhere to corporate policy/procedure

Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)

Ability to solve complex staffing issues with minimal oversight

Strong communicator with all levels of the operation

Can manage multiple software programs at the same time to quickly analyze the operation and determine best course of action throughout the day

Coordinate assignments for frontline team members to dynamically work flights at gates

Utilizes GS Realtime and other programs (i.e. Prime, GETNG, SABRE ) to identify and grant day of overtime, provide staffing inputs and tour reports

Being proactive and efficient with time management

Ability to work extra hours when there are operational needs

Ability to work rotating shifts including weekends, holidays and days-off

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

High School diploma or GED Equivalency

Preferred Qualifications- Education & Prior Job Experience

Previous airport customer service experience

2 years experience leading others

Knowledge of company policies and procedures and functional automation applications

Skills, Licenses & Certifications

Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment

Ability to actively listen giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate

Critical thinking ability using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.

Strong decision making skills

Ability to work independently as well as collaboratively

Ability to work under demanding operational conditions

Ability to prioritize and execute with a sense of urgency and preciseness

Ability to use sound business judgment to resolve issues with internal and external customers

Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation

Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.

Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement.

Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas ( SIDA )

Applicable valid driver's license as required by local authorities

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.

Health Benefits: On day one, you'll have access to your health, dental, prescription and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts and more.

Wellness Programs: We want you to be the best version of yourself that's why our wellness programs provide you with all the right tools, resources and support you need.

401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.

EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally protected characteristic.