Customer Service Manager, Airport Customer Experience - ABQ (Albuquerque, NM, US)

American Airlines Group
Albuquerque
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 within the airport customer experience organization to drive operational excellence and deliver an elevated, safe, reliable customer experience. Coach and mentor team members, ensure compliance with DOT/FAA and other regulations, and support staff through mechanisms that improve service quality. Partner across departments to meet corporate and local scorecard metrics, coordinate station activities, and manage rotating shifts, including weekends and holidays.

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FursaFursa
American Airlines Group
American Airlines Group
2 days ago

Customer Service Manager, Airport Customer Experience - ABQ (Albuquerque, NM, US)

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Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Lead a front-line team within the airport customer experience organization to drive operational excellence and deliver an elevated, safe, reliable customer experience. Coach and mentor team members, ensure compliance with DOT/FAA and other regulations, and support staff through mechanisms that improve service quality. Partner across departments to meet corporate and local scorecard metrics, coordinate station activities, and manage rotating shifts, including weekends and holidays.
Location: Albuquerque
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and engage, coach, and develop front-line team members to ensure a high-performing airport operation.
  • •Ensure teams perform safely and efficiently while complying with Federal, state, and local regulations including DOT and FAA.
  • •Provide frontline team exceptional support through mechanisms that enable superior customer service.
  • •Coach and mentor team members in skill development, customer service elevation, and company culture behaviors.
  • •Assess operational conditions to help ensure corporate and local scorecard metrics are fulfilled in collaboration with cross-department teams.

Pay and Benefits

Perks:Health InsuranceDentalVision401kFlex SpendingEmployee AssistancePet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of company policies, procedures, and functional automation applications.
  • •Ability to obtain USPS clearance and complete FAA criminal background checks for unescorted access privileges to airport security areas (SIDA), if applicable.
Experience:Airport customer service
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingCollaboration
Licenses:USPS clearanceDriver’s license (as required by local authorities, if applicable)
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

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