Customer Service Manager, Airport Customer Care (Charlotte, NC, US)

American Airlines Group
Charlotte
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Decision-making","Collaboration"]

Lead and develop frontline airport customer care teams to deliver safe, reliable, end-to-end exceptional customer service. Drive operational excellence through safety advocacy, coaching, goal setting, resource allocation, self-audits and root-cause investigations. Manage escalated service issues, promote cross-department communication, and ensure compliance with corporate policy and applicable joint collective bargaining agreement rules. Use strong judgment and performance monitoring to improve operations under demanding conditions.

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FursaFursa
American Airlines Group
American Airlines Group
1 day ago

Customer Service Manager, Airport Customer Care (Charlotte, NC, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Lead and develop frontline airport customer care teams to deliver safe, reliable, end-to-end exceptional customer service. Drive operational excellence through safety advocacy, coaching, goal setting, resource allocation, self-audits and root-cause investigations. Manage escalated service issues, promote cross-department communication, and ensure compliance with corporate policy and applicable joint collective bargaining agreement rules. Use strong judgment and performance monitoring to improve operations under demanding conditions.
Location: Charlotte
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 that delivers exceptional customer service.
  • •Be a safety advocate by identifying safety concerns and addressing them as needed, including self-audits, observations, and root-cause investigations.
  • •Set team and individual goals aligned to departmental and company objectives; coach and mentor frontline team members.
  • •Allocate resources and provide support so teams can meet operational goals in a safe manner.
  • •Manage escalated service issues and ensure frontline leaders receive key corporate and local information efficiently and effectively.

Pay and Benefits

Perks:Health InsuranceDentalPrescriptionVision401kWellness StipendFlexible SpendingEmployee AssistancePet InsuranceTravel Allowance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Ability to obtain USPS clearance, including meeting its five-year U.S. residency requirement.
  • •Ability to fulfill FAA criminal background checks to qualify for unescorted access to airport security identification display areas (SIDA), if applicable.
  • •Knowledge of company policies and procedures and functional automation applications, plus Microsoft Office (Word, Excel, PowerPoint, Outlook).
Experience:Airport customer service
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingDecision-makingCollaboration
Licenses:USPS clearanceFAA criminal background checks
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

Eligibility

Security Clearance:USPS clearanceFAA criminal background checks

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