Customer Service Manager, Airport Workforce Management (Chicago, IL, US)

American Airlines Group
Chicago
Full timeUSD 51,000 - 86,500Function: Customer Support (Service Desk)Skills: ["Leadership","Coaching","Communication","Critical thinking","Decision making"]

Lead the Domestic Airports Team within the Customer Experience Division to drive safe, reliable, high-performing customer service operations. Coach, mentor, and develop frontline team members, set team and individual goals, and allocate resources to meet operational objectives. Act as a safety advocate by conducting audits and root-cause investigations, coordinating with departments, and using tools such as GS Realtime and SABRE to manage staffing, overtime, and day-to-day gate flight assignments.

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American Airlines Group
American Airlines Group
2 hours ago

Customer Service Manager, Airport Workforce Management (Chicago, IL, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Lead the Domestic Airports Team within the Customer Experience Division to drive safe, reliable, high-performing customer service operations. Coach, mentor, and develop frontline team members, set team and individual goals, and allocate resources to meet operational objectives. Act as a safety advocate by conducting audits and root-cause investigations, coordinating with departments, and using tools such as GS Realtime and SABRE to manage staffing, overtime, and day-to-day gate flight assignments.
Location: Chicago
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 end-to-end exceptional customer service.
  • •Be a safety advocate by identifying safety concerns and conducting self-audits, observations, and root cause investigations.
  • •Set team and individual goals and coach/mentor frontline team members for customer service improvement and culture behaviors.
  • •Allocate resources and provide support to enable teams to deliver operational goals safely and reliably.
  • •Use GS Realtime and other programs (Prime, GETNG, SABRE) to analyze operations, manage overtime, and coordinate gate flight staffing assignments.

Pay and Benefits

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

Key Requirements

  • •High school diploma or GED equivalency.
  • •Previous airport customer service experience.
  • •2 years of experience leading others.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to obtain USPS clearance and fulfill FAA criminal background checks for airport security identification display areas (SIDA).
Experience:AirportCustomer service
Skills:LeadershipCoachingCommunicationCritical thinkingDecision making
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlookGS RealtimePrimeGETNGSABRE

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