Customer Service Manager, Airport Customer Experience Administration - DFW

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: high_schoolSkills: ["Leadership","Active listening","Critical thinking","Decision-making","Collaboration"]

Lead a safe, high-performing airport customer service operation for the front-line team within the Airports Team in the Customer Experience Division. Drive operational excellence, coach and develop employees, and ensure exceptional end-to-end customer experience through effective resource allocation, self-audits, and root-cause safety investigations. Manage station performance using data, support collective bargaining adherence, and coordinate with multiple departments to meet operational goals.

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American Airlines Group
American Airlines Group
5 days ago

Customer Service Manager, Airport Customer Experience Administration - DFW

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead a safe, high-performing airport customer service operation for the front-line team within the Airports Team in the Customer Experience Division. Drive operational excellence, coach and develop employees, and ensure exceptional end-to-end customer experience through effective resource allocation, self-audits, and root-cause safety investigations. Manage station performance using data, support collective bargaining adherence, and coordinate with multiple departments to meet operational goals.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while maintaining a safety-conscious environment for end-to-end customer service.
  • •Be a safety advocate by addressing safety concerns and conducting self-audits, observations, and root-cause investigations.
  • •Coach and mentor frontline team members, setting team and individual goals aligned to departmental and company objectives.
  • •Allocate resources and provide support so teams can deliver operational goals safely and reliably.
  • •Analyze station data regularly to improve scheduling, training, and overall station performance while producing local reporting as needed.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceEmployee Assistance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Previous airport customer service experience.
  • •Ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) and knowledge of company policies/procedures and automation applications.
  • •Ability to obtain USPS clearance (with a five-year U.S. residency requirement) and fulfill FAA criminal background checks for unescorted SIDA access, if applicable.
Experience:Airport operationsCustomer service
Education:High School
Skills:LeadershipActive listeningCritical thinkingDecision-makingCollaboration
Licenses:Driver’s license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

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