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","Coaching","Active listening","Critical thinking","Decision-making"]

Lead and coach front-line teams in airport customer operations to deliver safe, reliable, high-performing service. Serve as a safety advocate through audits, observations, and root-cause investigations, while allocating resources to meet operational goals. Manage escalated service issues, promote strong team relationships and communications, and ensure adherence to company policies and union contract rules. Help set goals aligned to departmental and corporate objectives.

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American Airlines Group
American Airlines Group
17 hours ago

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

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Lead and coach front-line teams in airport customer operations to deliver safe, reliable, high-performing service. Serve as a safety advocate through audits, observations, and root-cause investigations, while allocating resources to meet operational goals. Manage escalated service issues, promote strong team relationships and communications, and ensure adherence to company policies and union contract rules. Help set goals aligned to departmental and corporate objectives.
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 for end-to-end customer service
  • •Be a safety advocate by identifying and addressing safety concerns, conducting self-audits and root-cause investigations
  • •Establish team and individual goals, and coach and mentor frontline team members in skill development and culture behaviors
  • •Allocate resources and provide support so teams can deliver operational goals in a safe manner
  • •Manage escalated service issues and communicate key corporate/local information to frontline leaders and teams

Pay and Benefits

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

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 work rotating shifts, including weekends and holidays
Experience:AirportsCustomer service
Education:High School
Skills:LeadershipCoachingActive 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