Customer Service Manager, Airport Customer Experience (Austin, TX, US)

American Airlines Group
Austin
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Strong decision making","Collaboration"]

Lead a front-line team in the airport customer experience, driving operational excellence, safety, and compliance with DOT/FAA and other regulations. Coach and develop team members, support superior customer service through effective mechanisms, and promote a culture of respect and accountability. Partner across departments and agencies to meet scorecard metrics and ensure an efficient, on-time operation, with the flexibility to work rotating shifts and additional hours as needed.

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American Airlines Group
American Airlines Group
6 hours ago

Customer Service Manager, Airport Customer Experience (Austin, TX, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead a front-line team in the airport customer experience, driving operational excellence, safety, and compliance with DOT/FAA and other regulations. Coach and develop team members, support superior customer service through effective mechanisms, and promote a culture of respect and accountability. Partner across departments and agencies to meet scorecard metrics and ensure an efficient, on-time operation, with the flexibility to work rotating shifts and additional hours as needed.
Location: Austin
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead airport team operations to ensure a safe, efficient, compliant environment in accordance with federal, state, and local regulations.
  • •Drive operational excellence and ensure corporate and local scorecard metrics are fulfilled through cross-department collaboration.
  • •Support frontline team members with mechanisms that enable superior customer service.
  • •Coach and mentor team members in skill development, customer service elevation, and company culture behaviors.
  • •Assess operational conditions and provide appropriate direction and resources to enable high performance.

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 coordinate station activities and collaborate with multi-functional departments and agencies.
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingCollaboration
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