Customer Service Manager, Airport Customer Experience Administration (Airport Staffing)

Pay Range The pay range for this role is $51,000 to $86,500, taking into account the qualifications and experience of the selected candidate. Responsibilities Drive 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; 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 the operation by conducting self‑audits, observations, root‑cause investigations and other related safety engagements. Promote effective communication among departments to engage the team to work together to achieve common goals. Be familiar 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). Learn and apply union contract rules/regs in interactions with frontline team members and local union leaders. Produce local reporting based on station leadership needs. Minimum Qualifications High School diploma or GED equivalency. Preferred Qualifications Previous airport customer service experience. 2 years of 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. Active listening skills—giving full attention to what others are saying, taking time to understand points being made, and asking appropriate questions. Critical thinking—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. 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 (Word, Excel, PowerPoint, Outlook, etc.). USPS clearance or ability to obtain USPS clearance (five‑year U.S. residency requirement). FAA criminal background check to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable. Valid driver’s license as required by local authorities, if applicable. Willingness to work extra hours when operational needs arise. Ability to work rotating shifts including weekends, holidays and days off. Benefits Travel perks: access to 365 destinations on more than 6,800 daily flights across our global network. Health benefits: access to health, dental, prescription and vision benefits from day one, plus virtual doctor visits, flexible spending accounts and more. Wellness programs: tools, resources and support to help employees thrive. 401(k) program: available upon hire, with possible employer contributions after one year depending on the workgroup. Additional benefits: Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and other services. #J-18808-Ljbffr American Airlines