Customer Service Manager, Airport Customer Experience

Customer Service Manager, Airport Customer Experience

Location: Austin-Bergstrom Intl Apt (AUS-TRML) Cities: Austin - TX

This job will continue to be posted until at least 08/13/2026. If interested, please apply prior to this date.

What you'll do:

• Drives operational excellence
• Creates an environment that cares for our frontline team members and celebrates the team successes
• Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies
• Provides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service
• Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
• Promotes an environment of mutual respect and trust between frontline team members
• Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity
• Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance
• Assesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels

All you'll need for success:

Minimum Qualifications:

• High School diploma or GED equivalency

Preferred Qualifications:

• Previous airport customer service experience
• 2 years experience leading others

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
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Has USPS clearance or the ability to obtain USPS clearance
• 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

What you'll get:

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

• Travel Perks
• Health Benefits
• Wellness Programs
• 401(k) Program
• Additional Benefits

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines.