Customer Service Manager, Airport Customer Experience - SNA (Santa Ana, CA, US)

American Airlines Group
United States
Workplace: OnsiteFull timeUSD 51,000 - 86,500Function: Customer Success & Account ManagementEducation: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Strong decision making","Collaboration"]

Lead a high-performing customer experience operation within the Hubs & Gateways or Stations team. Coach, mentor, and develop frontline team members to deliver safe, efficient service while complying with DOT, FAA, and other regulations. Provide frontline support, build strong relationships with internal and external customers, and ensure corporate/local scorecard metrics are met through cross-department collaboration. Work rotating shifts and support operational needs with extra hours as required.

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American Airlines Group
American Airlines Group
1 day ago

Customer Service Manager, Airport Customer Experience - SNA (Santa Ana, CA, US)

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Job Summary

Lead a high-performing customer experience operation within the Hubs & Gateways or Stations team. Coach, mentor, and develop frontline team members to deliver safe, efficient service while complying with DOT, FAA, and other regulations. Provide frontline support, build strong relationships with internal and external customers, and ensure corporate/local scorecard metrics are met through cross-department collaboration. Work rotating shifts and support operational needs with extra hours as required.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence to ensure a safe, reliable airport customer experience.
  • •Lead airport teams to perform work safely and efficiently in compliance with DOT, FAA, and other regulations.
  • •Support frontline team members with mechanisms that enable superior customer service.
  • •Coach and mentor team members on skill development, customer service elevation, and culture behaviors.
  • •Assess operational conditions and collaborate across departments to meet corporate and local scorecard metrics.

Pay and Benefits

Salary: USD 51,000 - 86,500
Perks:Health InsuranceDentalVision401kPet InsuranceEmployee Assistance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of company policies, procedures, and functional automation applications.
  • •Ability to fulfill FAA criminal background checks for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
Experience:Airport customer serviceCustomer service
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingCollaboration
Licenses:USPS clearanceDriver’s license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

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