Customer Service Manager, Airport Customer Experience - Salt Lake City SLC (Salt Lake City, UT, US)

American Airlines Group
Salt Lake City
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: high_schoolSkills: ["Employee engagement","Active listening","Critical thinking","Decision making","Collaboration"]

Lead the airport front-line team within the Customer Experience Hub & Gateways/Stations organization, driving operational excellence and an elevated customer experience. Coach and mentor team members, support safe and efficient operations in compliance with regulations, and ensure corporate/local scorecard metrics are met. Provide frontline support, foster mutual respect and strong internal/external relationships, and be available for rotating shifts and occasional extra hours.

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FursaFursa
American Airlines Group
American Airlines Group
17 hours ago

Customer Service Manager, Airport Customer Experience - Salt Lake City SLC (Salt Lake City, UT, US)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead the airport front-line team within the Customer Experience Hub & Gateways/Stations organization, driving operational excellence and an elevated customer experience. Coach and mentor team members, support safe and efficient operations in compliance with regulations, and ensure corporate/local scorecard metrics are met. Provide frontline support, foster mutual respect and strong internal/external relationships, and be available for rotating shifts and occasional extra hours.
Location: Salt Lake City
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence by leading, engaging, coaching, and developing front-line team members.
  • •Ensure safe, reliable airport operations in compliance with DOT, FAA, and other government regulations.
  • •Provide frontline team exceptional support to deliver superior customer service.
  • •Coach and mentor team members in skill development, customer service elevation, and company culture behaviors.
  • •Assess operational conditions to ensure corporate and local scorecard metrics are fulfilled through cross-department collaboration.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceEmployee Assistance

Key Requirements

  • •High school diploma or GED equivalency.
  • •Previous airport customer service experience.
  • •2+ years of experience leading others.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to obtain USPS clearance (requires five-year US residency) and fulfill FAA criminal background checks for unescorted access privileges, if applicable.
Experience:AirportsCustomer service
Education:High School
Skills:Employee engagementActive listeningCritical thinkingDecision makingCollaboration
Licenses:Valid driver’s license (as required by local authorities; 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