Customer Service Manager, Airport Workforce Management - DFW (DFW Airport, TX, US)

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Leadership","Coaching","Proactive employee engagement","Active listening","Critical thinking"]

Lead a safe, high-performing airport customer service operation as part of the Domestic Airports Team within the Customer Experience Division. You’ll coach and develop frontline team members, set team goals, allocate resources, and drive operational excellence through safety advocacy, audits, observations, and root-cause investigations. Coordinate staffing and gate workflows, use systems like GS Realtime and SABRE to manage overtime and staffing inputs, and ensure effective cross-department communication.

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FursaFursa
American Airlines Group
American Airlines Group
5 days ago

Customer Service Manager, Airport Workforce Management - DFW (DFW Airport, TX, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Lead a safe, high-performing airport customer service operation as part of the Domestic Airports Team within the Customer Experience Division. You’ll coach and develop frontline team members, set team goals, allocate resources, and drive operational excellence through safety advocacy, audits, observations, and root-cause investigations. Coordinate staffing and gate workflows, use systems like GS Realtime and SABRE to manage overtime and staffing inputs, and ensure effective cross-department communication.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while promoting a safety-conscious environment and ensuring end-to-end exceptional customer service.
  • •Serve as a safety advocate by addressing safety concerns and conducting self-audits, observations, and root cause investigations.
  • •Set team and individual goals, and coach and mentor frontline team members to elevate customer service and company culture behaviors.
  • •Allocate resources and provide support to enable teams to deliver operational goals safely; solve complex staffing issues with minimal oversight.
  • •Coordinate frontline assignments for gate flight coverage and use GS Realtime and programs like Prime, GETNG, and SABRE to manage overtime and staffing inputs.

Pay and Benefits

Perks:Health InsuranceDentalVision401kFlexible SpendingVirtual DoctorWellness StipendPet 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 and procedures and functional automation applications.
  • •Has USPS clearance or the ability to obtain USPS clearance; must fulfill FAA criminal background checks for unescorted access privileges to airport security identification display areas (SIDA); and have a valid driver’s license as required by local authorities.
Experience:Airport customer service
Education:High School
Skills:LeadershipCoachingProactive employee engagementActive listeningCritical thinking
Licenses:USPS clearanceDriver's license
Tech Stack:GS RealtimePrimeGETNGSABREMicrosoft OfficeWordExcelPowerPointOutlook

Eligibility

Security Clearance:USPS

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