Customer Service Manager, Airport Customer Experience - AUS (Austin, TX, US)

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

Lead a frontline team in the Airport Customer Experience operation to drive safe, reliable, and high-performing service. Coach and develop team members, ensure compliance with DOT/FAA and other regulations, and provide exceptional support to deliver elevated customer experiences. Manage operational execution, help meet corporate and local scorecard metrics through cross-department collaboration, and handle staffing needs including extra hours and rotating shifts.

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FursaFursa
American Airlines Group
American Airlines Group
15 hours ago

Customer Service Manager, Airport Customer Experience - AUS (Austin, TX, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Lead a frontline team in the Airport Customer Experience operation to drive safe, reliable, and high-performing service. Coach and develop team members, ensure compliance with DOT/FAA and other regulations, and provide exceptional support to deliver elevated customer experiences. Manage operational execution, help meet corporate and local scorecard metrics through cross-department collaboration, and handle staffing needs including extra hours and rotating shifts.
Location: Austin
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, engage, coach, and develop front-line team members to ensure a safe, reliable operation and elevated customer experience.
  • •Drive operational excellence by leading the airport team to perform work safely and efficiently in compliance with Federal, state, and local regulations (including DOT and FAA).
  • •Provide frontline teams exceptional support through mechanisms that enable superior customer service.
  • •Coach and mentor team members on skill development, customer service elevation, and company culture behaviors.
  • •Assess operational conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Ability to bring out the best performance through proactive employee engagement in an inclusive environment.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
Experience:2+ years
Education:High School
Skills:CoachingProactive employee engagementActive listeningCritical thinkingStrong decision making
Licenses:USPS clearanceDriver’s license (as required)
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