Customer Service Manager, Airport Customer Operations (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","Proactive employee engagement","Active listening","Critical thinking","Decision-making"]

Lead front-line airport customer service operations while maintaining a safety-conscious, high-performing environment. Coach and mentor team members, set operational and individual goals, allocate resources, and ensure safe, reliable service through audits, observations, and root-cause investigations. Manage escalated service issues, promote cross-department communication, and help teams follow corporate policy and union contract rules. Drive operational excellence and exceptional customer experience.

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FursaFursa
American Airlines Group
American Airlines Group
2 days ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Lead front-line airport customer service operations while maintaining a safety-conscious, high-performing environment. Coach and mentor team members, set operational and individual goals, allocate resources, and ensure safe, reliable service through audits, observations, and root-cause investigations. Manage escalated service issues, promote cross-department communication, and help teams follow corporate policy and union contract rules. Drive operational excellence and exceptional customer experience.
Location: New York
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 end-to-end exceptional customer service.
  • •Serve as a safety advocate by identifying and addressing safety concerns; conduct self-audits, observations, and root-cause investigations.
  • •Establish team and individual goals and coach/mentor front-line team members in skills, customer service elevation, and culture behaviors.
  • •Allocate resources and provide support to enable teams to deliver safe operational goals.
  • •Manage escalated service issues and coordinate station activities with multi-functional departments and agencies, following corporate policy and union contract rules.

Pay and Benefits

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

Key Requirements

  • •High school diploma or GED equivalency.
  • •2+ years of experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to obtain USPS clearance and qualify for a SIDA badge.
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

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