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

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

Lead and coach a front-line airport customer service team to deliver safe, reliable, high-performing customer experiences. Drive operational excellence through goal setting, resource allocation, self-audits, observations, and root-cause safety investigations. Serve as a safety advocate and visible escalation point, manage escalated service issues, and ensure teams follow corporate policy, automation tools, and union-related rules. Coordinate across departments to support a safe, on-time operation.

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FursaFursa
American Airlines Group
American Airlines Group
2 days ago

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

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Job Summary

Lead and coach a front-line airport customer service team to deliver safe, reliable, high-performing customer experiences. Drive operational excellence through goal setting, resource allocation, self-audits, observations, and root-cause safety investigations. Serve as a safety advocate and visible escalation point, manage escalated service issues, and ensure teams follow corporate policy, automation tools, and union-related rules. Coordinate across departments to support a safe, on-time operation.
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 for end-to-end exceptional customer service.
  • •Advocate for safety by addressing safety concerns and conducting self-audits, observations, and root-cause investigations.
  • •Set team and individual goals, and coach/mentor frontline team members to elevate customer service and company culture behaviors.
  • •Allocate resources and provide support to enable teams to deliver operational goals in a safe manner.
  • •Manage escalated service issues and coordinate communication across departments to achieve common objectives.

Pay and Benefits

Perks:Health InsuranceDentalVisionVirtual Doctor401kWellness StipendEmployee 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 (USPS requires five-year U.S. residency), plus a valid driver's license and ability to qualify for an (SIDA) badge.
Experience:Air travelAirport operations
Education:High School
Skills:LeadershipCoachingActive listeningCritical thinkingDecision-making
Licenses:Valid driver's licenseSIDA badge
Tech Stack:Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

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