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)Experience: 2+ yearsEducation: high_schoolSkills: ["Proactive employee engagement","Inclusive working environment","Active listening","Critical thinking","Strong decision-making","Ability to work independently and collaboratively","Ability to work under demanding conditions","Prioritization and execution","Business judgment","Ability to coordinate across departments"]

Lead a safe, high-performing airport customer service operation within the Airports Team in American Airlines’ Customer Experience Division. Drive operational excellence through coaching and mentoring frontline team members, managing escalated service issues, coordinating station activities, and conducting safety self-audits and root-cause investigations. Ensure teams deliver exceptional customer experiences while adhering to corporate policy, union/JCBA requirements, and core company values.

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FursaFursa
American Airlines Group
American Airlines Group
1 hour ago

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

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Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Lead a safe, high-performing airport customer service operation within the Airports Team in American Airlines’ Customer Experience Division. Drive operational excellence through coaching and mentoring frontline team members, managing escalated service issues, coordinating station activities, and conducting safety self-audits and root-cause investigations. Ensure teams deliver exceptional customer experiences while adhering to corporate policy, union/JCBA requirements, and core company values.
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 exceptional customer service.
  • •Be a safety advocate by identifying safety concerns and addressing them as needed; conduct self-audits, observations, and root-cause investigations.
  • •Establish team and individual goals, and coach/mentor frontline team members in skill development, customer service improvement, and culture behaviors.
  • •Allocate resources and provide support to enable teams to deliver operational goals safely; manage escalated service issues.
  • •Ensure communication across departments and coordinate station activities; apply union contract rules/regs in daily interactions with frontline team members and local union leaders.

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 use Microsoft Office tools (Word, Excel, PowerPoint, Outlook) and work rotating shifts as operational needs require.
Experience:2+ years
Education:High School
Skills:Proactive employee engagementInclusive working environmentActive listeningCritical thinkingStrong decision-makingAbility to work independently and collaborativelyAbility to work under demanding conditionsPrioritization and executionBusiness judgmentAbility to coordinate across departments
Licenses:Valid driver's license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

Eligibility

Security Clearance:USPS clearanceSIDA badge

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