Customer Service Manager, Airport Workforce Management (New York City, NY, US)

American Airlines Group
New York
Workplace: OnsiteFull timeUSD 51,000 - 86,500Function: Customer Support (Service Desk)Education: high_schoolSkills: ["Leadership","Coaching","Communication","Critical thinking","Decision making"]

Lead a safe, high-performing customer service operation within the Domestic Airports team in the Customer Experience Division. Coach and develop frontline team members, set team goals, and allocate resources to meet operational objectives. Drive operational excellence through self-audits, observations, and root-cause investigations, while coordinating staffing, overtime approvals, and gate-based flight assignments using workforce management systems. Ensure compliance with corporate policy and JCBA.

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FursaFursa
American Airlines Group
American Airlines Group
7 hours ago

Customer Service Manager, Airport Workforce Management (New York City, NY, US)

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Last checked: 1 day agoStatus: Live

Job Summary

Lead a safe, high-performing customer service operation within the Domestic Airports team in the Customer Experience Division. Coach and develop frontline team members, set team goals, and allocate resources to meet operational objectives. Drive operational excellence through self-audits, observations, and root-cause investigations, while coordinating staffing, overtime approvals, and gate-based flight assignments using workforce management systems. Ensure compliance with corporate policy and JCBA.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence with a safety-conscious environment to ensure employee and customer well-being while delivering exceptional customer service.
  • •Serve as a safety advocate by identifying and addressing safety concerns and conducting ongoing safety activities such as self-audits, observations, and root-cause investigations.
  • •Set team and individual goals, and coach and mentor frontline team members in skill development, customer service elevation, and company culture behaviors.
  • •Allocate resources and provide appropriate support to enable teams to deliver on operational goals safely, including solving complex staffing issues with minimal oversight.
  • •Coordinate assignments for frontline team members to work flights at gates and manage day-of overtime/staffing inputs and tour reports using GS Realtime and other programs.

Pay and Benefits

Salary: USD 51,000 - 86,500
Perks:Health InsuranceDentalVision401kPet InsuranceEmployee Assistance

Key Requirements

  • •High school diploma or GED equivalency.
  • •Previous airport customer service experience.
  • •2 years of experience leading others.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to obtain USPS clearance and fulfill FAA criminal background checks for unescorted access to airport security identification display areas (SIDA).
Experience:Airport customer service
Education:High School
Skills:LeadershipCoachingCommunicationCritical thinkingDecision making
Licenses:Driver’s license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlookGS RealtimePrimeGETNGSABRE

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