Customer Service Manager, Airport Customer Experience - SFO (San Francisco, CA, US)

American Airlines Group
San Francisco
Workplace: OnsiteFull timeUSD 51,000 - 86,500Function: Customer Success & Account ManagementExperience: 2+ yearsEducation: high_schoolSkills: ["Employee engagement","Active listening","Critical thinking","Decision making","Collaboration"]

Lead the airport customer experience operation at SFO within the Hubs & Gateways or Stations Team. Drive operational excellence by coaching and developing frontline team members, supporting safe and reliable performance, and enabling superior customer service. Ensure compliance with federal, state, and local regulations (including DOT and FAA), collaborate across departments to meet scorecard metrics, and coordinate station activities to deliver an efficient, on-time operation.

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FursaFursa
American Airlines Group
American Airlines Group
7 hours ago

Customer Service Manager, Airport Customer Experience - SFO (San Francisco, CA, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 day agoStatus: Live

Job Summary

Lead the airport customer experience operation at SFO within the Hubs & Gateways or Stations Team. Drive operational excellence by coaching and developing frontline team members, supporting safe and reliable performance, and enabling superior customer service. Ensure compliance with federal, state, and local regulations (including DOT and FAA), collaborate across departments to meet scorecard metrics, and coordinate station activities to deliver an efficient, on-time operation.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, engage, coach, and develop frontline team members to ensure a high-performing, safe, and reliable operation while delivering an elevated customer experience.
  • •Run airport operations in compliance with Federal, state, and local regulations, including DOT and FAA requirements.
  • •Provide frontline exceptional support through mechanisms that enable superior customer service.
  • •Assess operational conditions to ensure corporate and local scorecard metrics are fulfilled through cross-department collaboration.
  • •Coordinate station activities and collaborate with multi-functional departments and agencies to support a safe, efficient, on-time operation.

Pay and Benefits

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

Key Requirements

  • •High School diploma or GED equivalency.
  • •Previous airport customer service experience.
  • •2 years’ experience leading others.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to fulfill FAA criminal background checks for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
Experience:2+ yearsAirport customer serviceCustomer service
Education:High School
Skills:Employee engagementActive listeningCritical thinkingDecision makingCollaboration
Licenses:Driver’s license
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