Customer Service Manager, Airport Customer Operations - Phoenix PHX (Phoenix, AZ, US)

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

Lead airport front-line teams to deliver safe, reliable, end-to-end customer service. Drive operational excellence through safety advocacy, goal-setting, coaching, resource allocation, audits/observations, and root-cause investigations. Manage escalated service issues, promote effective cross-department communication, and ensure adherence to corporate policy and relevant JCBA/union contract rules. Based in Phoenix within the Airports team in the Customer Experience division.

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American Airlines Group
American Airlines Group
1 hour ago

Customer Service Manager, Airport Customer Operations - Phoenix PHX (Phoenix, AZ, US)

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Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Lead airport front-line teams to deliver safe, reliable, end-to-end customer service. Drive operational excellence through safety advocacy, goal-setting, coaching, resource allocation, audits/observations, and root-cause investigations. Manage escalated service issues, promote effective cross-department communication, and ensure adherence to corporate policy and relevant JCBA/union contract rules. Based in Phoenix within the Airports team in the Customer Experience division.
Location: Phoenix
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 to ensure exceptional customer service and well-being.
  • •Act as a safety advocate by identifying and addressing safety concerns and conducting self-audits, observations, and root-cause investigations.
  • •Establish team and individual goals and coach/mentor frontline team members in skill development, customer service improvement, and culture behaviors.
  • •Allocate resources and provide support so teams can deliver safe operations and achieve operational goals.
  • •Manage escalated service issues and communicate key corporate and local information to frontline leaders; ensure adherence to corporate policy/procedure and JCBA rules.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •Previous airport customer service experience.
  • •2 years experience leading others.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to qualify for a SIDA badge and maintain a valid driver’s license.
Experience:Airport customer service
Education:High School
Skills:LeadershipProactive employee engagementActive listeningCritical thinkingDecision-making
Licenses:USPS clearanceValid driver's licenseSIDA badge
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