Customer Service Manager, Airport Customer Experience Administration

American Airlines Group
Philadelphia
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Decision-making","Cross-functional coordination"]

Lead airport customer service operations within the Customer Experience Division, ensuring a safety-conscious, high-performing environment. Drive operational excellence through coaching and mentoring frontline teams, goal setting, resource allocation, and station performance analysis. Act as a safety advocate, conduct safety engagements (audits, observations, root-cause), and maintain effective communication across departments while supporting adherence to corporate policies and union/JCBA requirements.

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FursaFursa
American Airlines Group
American Airlines Group
1 day ago

Customer Service Manager, Airport Customer Experience Administration

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Lead airport customer service operations within the Customer Experience Division, ensuring a safety-conscious, high-performing environment. Drive operational excellence through coaching and mentoring frontline teams, goal setting, resource allocation, and station performance analysis. Act as a safety advocate, conduct safety engagements (audits, observations, root-cause), and maintain effective communication across departments while supporting adherence to corporate policies and union/JCBA requirements.
Location: Philadelphia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while maintaining a safety-conscious environment for end-to-end exceptional customer service.
  • •Be a safety advocate by addressing safety concerns and conducting self-audits, observations, and root-cause investigations.
  • •Set team and individual goals and coach/mentor frontline team members to elevate customer service and company culture behaviors.
  • •Allocate resources and support teams to deliver operational goals safely, including lost time conversations.
  • •Analyze station-specific data to improve scheduling, training, and station performance, and produce local reporting based on station leadership needs.

Pay and Benefits

Perks:Health InsuranceDentalVisionPrescription401kPet 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.
  • •Ability to complete USPS clearance (with a five-year U.S. residency requirement) and fulfill FAA criminal background checks for unescorted access privileges (SIDA), if applicable.
Experience:Airport customer serviceAviationCustomer service
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingDecision-makingCross-functional coordination
Licenses:USPS clearanceValid driver's license (if applicable)
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