Customer Service Manager, Airport Customer Experience (Columbus, OH, US)

American Airlines Group
Columbus
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: high_schoolSkills: ["Employee engagement","Active listening","Critical thinking","Decision making","Collaboration"]

Lead the airport Customer Experience operation by driving operational excellence, ensuring safety and regulatory compliance, and enabling front-line teams to deliver an elevated customer experience. Coach and develop team members, promote a respectful and inclusive environment, and establish effective relationships with internal and external customers. Collaborate across departments to meet corporate and local scorecard metrics while supporting day-to-day execution across rotating shifts.

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American Airlines Group
American Airlines Group
3 days ago

Customer Service Manager, Airport Customer Experience (Columbus, OH, US)

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead the airport Customer Experience operation by driving operational excellence, ensuring safety and regulatory compliance, and enabling front-line teams to deliver an elevated customer experience. Coach and develop team members, promote a respectful and inclusive environment, and establish effective relationships with internal and external customers. Collaborate across departments to meet corporate and local scorecard metrics while supporting day-to-day execution across rotating shifts.
Location: Columbus
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence by leading airport teams to perform safely and efficiently in compliance with applicable regulations.
  • •Coach and mentor front-line team members in skill development, customer service elevation, and company culture behaviors.
  • •Provide front-line teams exceptional support to deliver superior customer service.
  • •Establish and promote mutual respect and trust among front-line team members and foster effective internal/external customer relationships.
  • •Assess operational conditions and collaborate across departments to ensure corporate and local scorecard metrics are fulfilled.

Pay and Benefits

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 pass FAA criminal background checks for unescorted SIDA access privileges, if applicable.
Experience:Airport customer service
Education:High School
Skills:Employee engagementActive listeningCritical thinkingDecision makingCollaboration
Licenses:USPS clearance
Certifications:FAA criminal background checks
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