Customer Service Manager, Airport Customer Experience - SAN (San Diego, CA, US)

American Airlines Group
San Diego
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 team in the Hubs & Gateways or Stations Team within the Customer Experience Division to deliver an elevated airport customer experience. Drive operational excellence, coach frontline staff, and ensure safe, reliable operations in compliance with DOT/FAA and other regulations. Support teams with mechanisms to provide exceptional service, manage performance and scorecard metrics, collaborate across departments, and be available for rotating shifts and extra hours as needed.

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American Airlines Group
American Airlines Group
1 hour ago

Customer Service Manager, Airport Customer Experience - SAN (San Diego, CA, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Lead a high-performing team in the Hubs & Gateways or Stations Team within the Customer Experience Division to deliver an elevated airport customer experience. Drive operational excellence, coach frontline staff, and ensure safe, reliable operations in compliance with DOT/FAA and other regulations. Support teams with mechanisms to provide exceptional service, manage performance and scorecard metrics, collaborate across departments, and be available for rotating shifts and extra hours as needed.
Location: San Diego
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence and create an environment that supports frontline team members and celebrates team successes.
  • •Lead airport teams to perform safely and efficiently while complying with Federal, state, and local regulations including DOT and FAA.
  • •Provide frontline teams exceptional support to deliver superior customer service through varied mechanisms.
  • •Coach and mentor frontline team members in customer service elevation, skill development, and company culture behaviors.
  • •Assess operational conditions to ensure corporate and local scorecard metrics are fulfilled through cross-department collaboration.

Pay and Benefits

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

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.
  • •Ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) and meet clearance/background check requirements (USPS clearance; FAA criminal background check for SIDA access, if applicable).
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingCollaboration
Licenses:USPS clearanceDriver’s license (if required by local authorities)
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