Sr Customer Service Manager, Airports - DFW (DFW Airport, TX, US)

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 4+ yearsEducation: high_schoolSkills: ["Leadership","Organizational skills","Critical thinking","Problem-solving","Communication"]

Lead day-to-day airport customer service operations while maintaining a safety-conscious, high-performing environment. Coach, mentor, and develop frontline teams through clear goals, effective communication, and performance monitoring. Manage escalated service issues, drive operational improvements using audits and root-cause analysis, and coordinate across departments and external agencies. Support change management and station initiatives, and serve as backup for Manager on Duty when needed.

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FursaFursa
American Airlines Group
American Airlines Group
15 hours ago

Sr Customer Service Manager, Airports - DFW (DFW Airport, TX, US)

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Lead day-to-day airport customer service operations while maintaining a safety-conscious, high-performing environment. Coach, mentor, and develop frontline teams through clear goals, effective communication, and performance monitoring. Manage escalated service issues, drive operational improvements using audits and root-cause analysis, and coordinate across departments and external agencies. Support change management and station initiatives, and serve as backup for Manager on Duty when needed.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence with a safety-conscious approach while delivering end-to-end exceptional customer service.
  • •Be a safety advocate: identify safety concerns, conduct self-audits/observations, and lead root-cause investigations.
  • •Set team and individual goals, coach and mentor frontline team members, and develop future leaders.
  • •Manage escalated service issues and serve as a visible point of contact when problems arise.
  • •Analyze performance trends to address operational bottlenecks, lead change management, and coordinate station initiatives and cross-department communications.

Pay and Benefits

Perks:Health Insurance401k

Key Requirements

  • •High school diploma or GED equivalency.
  • •4+ years of previous leadership experience across various operational roles.
  • •Ability to work shift work, including weekends and holidays.
  • •Must be able to work on-site at the assigned base/location.
  • •Knowledge of company policies/procedures and functional automation applications; project management and analytical experience are preferred.
Experience:4+ yearsAirport customer serviceHospitality
Education:High School
Skills:LeadershipOrganizational skillsCritical thinkingProblem-solvingCommunication
Licenses:USPS clearance
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlookPrimeGETNGSABREGS Realtime

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