Customer Service Manager, Airport Customer Experience Administration - LAX

Customer Service Manager, Airport Customer Experience Administration – LAX Location: Los Angeles, Terminal 4 (LAX-TRM4) Requisition ID: 86647 Posting Starts: 7/2/2026; Application Deadline: 7/9/2026 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. Why you'll love this job American is looking for a goal‑oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization. CSMs must ensure a safe, high‑performing operation by leading, engaging, coaching and developing the front‑line team members. You will support your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience. Being energized by a fast‑paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front‑line, and vendors. CSMs must enable an environment that develops our front‑line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day‑to‑day operation. This job is a member of the Airports Team within the Customer Experience Division. What you'll do Drive operational excellence while maintaining 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; coach and mentor frontline team members in skill development, customer service elevation and company culture behaviors. Establish and promote effective relationships with team members that foster compassion, authenticity, integrity, respect and dignity. Effectively allocate resources and provide 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. Maintain familiarity with the Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy and procedure. Embrace the core values: Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty. Analyze station‑specific data on a regular basis to improve scheduling, training and overall station performance. Conduct lost‑time conversations. Understand corporate initiatives and how they apply to the local station (e.g., One team, One Turn metrics). Apply union contract rules, regulations in interactions with frontline team members and local union leaders. Produce local reporting based on station leadership needs. 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 precision. 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), if applicable. Applicable valid driver’s license as required by local authorities, if applicable. Ability to work extra hours when there are operational needs. Ability to work rotating shifts including weekends, holidays and days‑off. What you'll get Travel Perks: 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, as well as virtual doctor visits, flexible spending accounts and more. Wellness Programs: Our wellness programs provide you with all the right tools, resources and support you need. 401(k) Program: Available upon hire; employer contributions may be available after one year, depending on the workgroup. Additional Benefits: 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+ Employee 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 that meets and exceeds the needs of our diverse world. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our 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. American Airlines, Inc. fully considers all qualified applicants, including those with a criminal history. ©2025, American Airlines, Inc. All applications will only be submitted through this site, and we will never require payment at any time during the application process. #J-18808-Ljbffr