Customer Service Manager, Airport Customer Operations - Phoenix PHX

American Airlines Group
Phoenix
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Leadership","Proactive employee engagement","Active listening","Critical thinking","Decision-making"]

Lead airport customer service operations to ensure a safe, reliable, high-performing environment while delivering exceptional customer experience. Coach and develop front-line team members, set team goals, allocate resources, and manage escalated service issues. Support operational excellence through safety advocacy, audits, observations, and root-cause investigations, while coordinating across departments and ensuring adherence to corporate policy and union contract rules. Serve as a visible leader across station activities.

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FursaFursa
American Airlines Group
American Airlines Group
2 days ago

Customer Service Manager, Airport Customer Operations - Phoenix PHX

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead airport customer service operations to ensure a safe, reliable, high-performing environment while delivering exceptional customer experience. Coach and develop front-line team members, set team goals, allocate resources, and manage escalated service issues. Support operational excellence through safety advocacy, audits, observations, and root-cause investigations, while coordinating across departments and ensuring adherence to corporate policy and union contract rules. Serve as a visible leader across station activities.
Location: Phoenix
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 deliver exceptional customer service.
  • •Serve as a safety advocate by identifying concerns and conducting self-audits, observations, and root-cause investigations.
  • •Coach and mentor front-line team members, set team and individual goals, and promote company culture behaviors.
  • •Allocate resources and provide support to enable teams to meet operational goals safely.
  • •Manage escalated service issues and promote effective communication across departments to achieve common goals.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceEmployee AssistanceWellness Stipend

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Previous airport customer service experience.
  • •Ability to learn and apply union contract rules/regulations in daily interactions.
  • •Knowledge of company policies and procedures and functional automation applications.
Experience:2+ yearsAirport customer service
Education:High School
Skills:LeadershipProactive employee engagementActive listeningCritical thinkingDecision-making
Licenses:Valid driver's license
Certifications:SIDA badge
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