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

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

Lead a front-line team within the Airports Customer Experience organization to deliver safe, reliable, end-to-end exceptional customer service. Drive operational excellence with a safety-first mindset, coach and mentor team members, manage escalated issues, and coordinate with departments to meet station goals. Conduct safety audits and investigations, ensure adherence to corporate policy and union/JCBA rules, and communicate key updates to frontline leaders.

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FursaFursa
American Airlines Group
American Airlines Group
2 days ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Lead a front-line team within the Airports Customer Experience organization to deliver safe, reliable, end-to-end exceptional customer service. Drive operational excellence with a safety-first mindset, coach and mentor team members, manage escalated issues, and coordinate with departments to meet station goals. Conduct safety audits and investigations, ensure adherence to corporate policy and union/JCBA rules, and communicate key updates to frontline leaders.
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 and delivering end-to-end customer service.
  • •Advocate for safety by addressing concerns, conducting self-audits, observations, and root-cause investigations.
  • •Set team and individual goals and coach/mentor frontline team members to improve customer service and company culture behaviors.
  • •Allocate resources and support teams to achieve operational goals safely, including managing escalated service issues.
  • •Ensure compliance with corporate policy/procedure and JCBA rules/regs, and promote effective communication across departments.

Pay and Benefits

Perks:Health InsuranceDentalVisionPrescriptionVirtual Doctor401kFlexible SpendingEmployee AssistancePet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to qualify for (SIDA) badge and maintain USPS clearance requirements.
Experience:Airport customer service
Education:High School
Skills:LeadershipProactive engagementActive listeningCritical thinkingDecision-making
Licenses:Valid 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