Customer Service Manager, Airport Customer Experience - DEN (DFW Airport, TX, US)

American Airlines Group
United States
Workplace: OnsiteFull timeUSD 51,000 - 86,500 annuallyFunction: Customer Success & Account ManagementEducation: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Strong decision making","Cross-functional collaboration"]

Lead a high-performing airport customer experience operation within the Hubs & Gateways/Stations team. Drive operational excellence, coach and mentor front-line team members, and support safe, reliable service aligned with DOT/FAA and local regulations. Deliver exceptional front-line support, establish customer-focused relationships, and ensure corporate/local scorecard metrics are met through cross-department collaboration while working rotating shifts and occasional extra hours as needed.

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American Airlines Group
American Airlines Group
20 hours ago

Customer Service Manager, Airport Customer Experience - DEN (DFW Airport, TX, US)

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Last checked: 20 hours agoStatus: Live

Job Summary

Lead a high-performing airport customer experience operation within the Hubs & Gateways/Stations team. Drive operational excellence, coach and mentor front-line team members, and support safe, reliable service aligned with DOT/FAA and local regulations. Deliver exceptional front-line support, establish customer-focused relationships, and ensure corporate/local scorecard metrics are met through cross-department collaboration while working rotating shifts and occasional extra hours as needed.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence and create an environment that cares for and celebrates the front-line team.
  • •Lead airport teams to perform work safely and efficiently while complying with DOT, FAA, and other government regulations.
  • •Provide front-line team exceptional support mechanisms to deliver superior customer service.
  • •Coach and mentor front-line team members in skill development and customer service elevation.
  • •Assess operational conditions and collaborate across departments to ensure corporate and local scorecard metrics are fulfilled.

Pay and Benefits

Salary: USD 51,000 - 86,500 annually
Perks:Health InsuranceDentalVision401kPet InsuranceEmployee AssistanceFlexible Spending

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 monitor and assess performance and make improvements or corrective actions.
Experience:Airport customer service
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingCross-functional collaboration
Licenses:Driver's license
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