Customer Service Manager, Control Center (Charlotte, NC, US)

American Airlines Group
Charlotte
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Strong decision making","Collaboration"]

Lead a high-performing airport customer experience operation by coaching and developing front-line team members and driving operational excellence. Ensure safe, reliable service while meeting corporate and local scorecard metrics through cross-department collaboration. Provide exceptional frontline support, promote mutual respect, and establish strong relationships with external and internal customers. Work rotating shifts and be able to cover extra hours as operational needs arise.

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American Airlines Group
American Airlines Group
2 hours ago

Customer Service Manager, Control Center (Charlotte, NC, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead a high-performing airport customer experience operation by coaching and developing front-line team members and driving operational excellence. Ensure safe, reliable service while meeting corporate and local scorecard metrics through cross-department collaboration. Provide exceptional frontline support, promote mutual respect, and establish strong relationships with external and internal customers. Work rotating shifts and be able to cover extra hours as operational needs arise.
Location: Charlotte
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence and ensure safe, efficient work in compliance with regulations including DOT and FAA.
  • •Lead and coach frontline team members in skill development, customer service elevation, and company culture behaviors.
  • •Provide frontline team exceptional support mechanisms to deliver superior customer service.
  • •Assess operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through cross-department collaboration.
  • •Manage rotating shifts and be able to work extra hours when operational needs require it.

Pay and Benefits

Perks:Health InsuranceDentalVision401kFlexible SpendingPet 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 obtain USPS clearance and complete FAA criminal background checks for unescorted access privileges to airport security identification display areas (SIDA).
Experience:2+ yearsAirportAviation
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingCollaboration
Licenses:Driver’s license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

Eligibility

Security Clearance:USPS clearanceFAA criminal background checksSIDA access

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