Sr Customer Service Manager, Airports LGA

Job Overview The Senior Customer Service Manager (CSM) leads frontline teams at LaGuardia Airport to ensure safe, high‑performing operations and outstanding customer experience. Key Responsibilities Drive operational excellence while maintaining a safety‑conscious environment to promote end‑to‑end customer service. Serve as a safety advocate, identify concerns, and reduce operational risks. Establish team and individual goals aligned with company objectives; coach and mentor frontline leaders. Build and sustain effective relationships with team members, fostering compassion, authenticity, integrity, respect and dignity. Conduct self‑audits, root‑cause investigations and other safety engagements to ensure ongoing safety and reliability. Promote effective communication across departments to achieve common objectives. Ensure adherence to the Joint Collective Bargaining Agreement (JCBA) and corporate policy. Manage escalated service issues and provide visible leadership during incidents. Communicate key corporate and local information to frontline leaders. Lead change‑management initiatives, ensuring sustainable alignment with organizational vision. Identify operational bottlenecks, analyze performance trends, and implement targeted improvements. Oversee station initiatives and special projects beyond routine scope. Serve as a point of contact with other departments, senior management, and external agencies on shift‑related matters. Solve complex, systematic challenges impacting the organization at a strategic level. Occasionally support shift‑level leadership or Manager on Duty during absences or high‑volume periods. Position Details Location: LaGuardia Airport Pay range: $71,000 – $100,000 (based on qualifications and experience) Minimum Qualifications High School diploma or GED equivalency 4+ years of prior leadership experience in operational roles Ability to work shift work, including weekends and holidays Ability to work on‑site at the assigned base/location Preferred Qualifications Bachelor’s degree or equivalent experience/training (preferred but not required) 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 Influence others to maximize performance through proactive engagement and inclusive work environment Active listening and effective communication skills Advanced critical thinking and problem‑solving abilities Performance monitoring and corrective action skills Strong leadership, organizational and decision‑making skills Independent and collaborative work capabilities under demanding operational conditions Prioritization and execution with urgency and precision Sound business judgment in resolving internal and external customer issues Coordination of station activities and collaboration with multi‑functional teams Proficiency with Microsoft Office and role‑specific software (e.g., Prime, GETNG, SABRE, GS Realtime) USPS clearance or ability to obtain clearance (five‑year U.S. residency requirement) Willingness to work extra hours and rotating shifts, including weekends, holidays and days off Benefits Travel Perks: access to global network of 6,800+ daily flights. Health Benefits: medical, dental, vision, virtual doctor visits, flexible spending accounts. Wellness Programs: resources and support for employee well‑being. 401(k) Program: available upon hire, with employer contributions after one year. Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises. #J-18808-Ljbffr American Airlines