Customer Service Manager, Airport Workforce Management (Philadelphia, PA, US)

American Airlines Group
Philadelphia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Strong decision making","Sense of urgency"]

Lead a safe, high-performing airport customer service operation as part of the Domestic Airports Team within the Customer Experience Division. Drive operational excellence by coaching frontline team members, setting team and individual goals, allocating resources, and conducting safety self-audits, observations, and root-cause investigations. Coordinate day-of operation staffing and overtime using workforce systems, support multi-department communication, and ensure compliance with corporate policy and JCBA requirements.

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FursaFursa
American Airlines Group
American Airlines Group
3 days ago

Customer Service Manager, Airport Workforce Management (Philadelphia, PA, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Lead a safe, high-performing airport customer service operation as part of the Domestic Airports Team within the Customer Experience Division. Drive operational excellence by coaching frontline team members, setting team and individual goals, allocating resources, and conducting safety self-audits, observations, and root-cause investigations. Coordinate day-of operation staffing and overtime using workforce systems, support multi-department communication, and ensure compliance with corporate policy and JCBA requirements.
Location: Philadelphia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while maintaining a safety-conscious environment and delivering end-to-end exceptional customer service.
  • •Be a safety advocate by addressing safety concerns and running self-audits, observations, and root cause investigations.
  • •Establish team and individual goals and coach/mentor frontline team members to elevate customer service and align with company culture behaviors.
  • •Allocate resources and support teams to deliver operational goals safely, including coordinating assignments for frontline team members at gates.
  • •Use workforce and scheduling tools to manage staffing inputs and overtime/tour reports and ensure communication across departments for on-time operations.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceEmployee Assistance

Key Requirements

  • •High school diploma or GED equivalency.
  • •Previous airport customer service experience.
  • •2 years of experience leading others.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Has USPS clearance or the ability to obtain USPS clearance; can fulfill FAA criminal background checks for unescorted access privileges to airport security identification display areas (SIDA).
Experience:AirportCustomer service
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingSense of urgency
Licenses:Valid driver’s license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlookGS RealtimePrimeGETNGSABRE

Eligibility

Security Clearance:USPS clearance

Company Brief

American Airlines Group
Major U.S. airline providing scheduled passenger and cargo air transportation globally. Operates a large fleet and extensive domestic and international route network, serving millions of customers with diversified travel and loyalty services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Fort Worth, United States
Founded: 1926
WebsiteLinkedIn