Customer Service Manager, Airport Workforce Management - Phoenix PHX (Phoenix, AZ, US)

American Airlines Group
Phoenix
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Leadership","Coaching","Communication","Critical thinking","Time management"]

Lead a safe, high-performing airport customer service operation within American Airlines’ Domestic Airports Team. Coach and develop front-line team members, set team goals, allocate resources, and ensure end-to-end exceptional customer experience. Serve as a safety advocate by conducting self-audits, observations, and root-cause investigations. Use workforce tools and systems to manage staffing, overtime, and gate assignments while coordinating across departments to achieve operational objectives.

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FursaFursa
American Airlines Group
American Airlines Group
4 days ago

Customer Service Manager, Airport Workforce Management - Phoenix PHX (Phoenix, AZ, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Lead a safe, high-performing airport customer service operation within American Airlines’ Domestic Airports Team. Coach and develop front-line team members, set team goals, allocate resources, and ensure end-to-end exceptional customer experience. Serve as a safety advocate by conducting self-audits, observations, and root-cause investigations. Use workforce tools and systems to manage staffing, overtime, and gate assignments while coordinating across departments to achieve operational objectives.
Location: Phoenix
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
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 identifying and addressing safety concerns and ensuring ongoing safety and reliability through self-audits, observations, and root cause investigations.
  • •Establish team and individual goals and coach and mentor front-line team members in skill development and customer service elevation.
  • •Allocate resources and provide support so teams can deliver operational goals safely.
  • •Use workforce tools and systems to manage staffing, coordinate gate assignments, and identify and grant day-of overtime using programs including GS Realtime, Prime, GETNG, and SABRE.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceEmployee AssistanceFlexible Spending

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook).
Experience:2+ yearsAirport customer service
Education:High School
Skills:LeadershipCoachingCommunicationCritical thinkingTime management
Licenses:Valid driver’s license
Tech Stack:GS RealtimePrimeGETNGSABREMicrosoft 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