Customer Service Manager, Airport Customer Experience (West Palm Beach, FL, US)

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsEducation: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Strong decision making","Collaboration"]

Lead a high-performing airport customer experience operation by directing, engaging, coaching, and developing front-line team members. Drive operational excellence and safe, efficient execution in compliance with applicable regulations, while supporting teams through mechanisms that elevate customer service. Partner across departments to meet scorecard metrics, build trust with internal and external customers, and handle rotating shifts and occasional additional hours based on operational needs.

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American Airlines Group
American Airlines Group
53 minutes ago

Customer Service Manager, Airport Customer Experience (West Palm Beach, FL, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 53 minutes agoStatus: Live

Job Summary

Lead a high-performing airport customer experience operation by directing, engaging, coaching, and developing front-line team members. Drive operational excellence and safe, efficient execution in compliance with applicable regulations, while supporting teams through mechanisms that elevate customer service. Partner across departments to meet scorecard metrics, build trust with internal and external customers, and handle rotating shifts and occasional additional hours based on operational needs.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and coach frontline team members to ensure a safe, reliable, and elevated customer experience.
  • •Drive operational excellence and operational compliance with Federal, state, and local regulations including DOT and FAA.
  • •Provide frontline exceptional support to enable superior customer service.
  • •Assess operational conditions to ensure corporate and local scorecard metrics are fulfilled in collaboration across departments and levels.
  • •Coordinate station activities and collaborate with multi-functional departments and agencies to support safe, efficient, on-time operations.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of company policies and 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:2+ years
Education:High School in High School diploma or GED equivalency
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingCollaboration
Licenses:Valid driver’s license (if required by local authorities)
Certifications:USPS clearanceFAA criminal background checks (unescorted access privileges to airport SIDA, if applicable)
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