Customer Service Manager, Airport Customer Experience (New Orleans, LA, US)

American Airlines Group
New Orleans
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsEducation: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Strong decision making","Collaboration"]

Lead airport front-line operations to deliver an elevated customer experience while ensuring a safe, efficient, and compliant station environment. Drive operational excellence by coaching and developing team members, providing exceptional support, and building effective relationships with internal and external stakeholders. Monitor operational conditions and scorecard metrics, collaborate across departments, and maintain preparedness for rotating shifts and occasional extra hours based on operational needs.

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FursaFursa
American Airlines Group
American Airlines Group
1 day ago

Customer Service Manager, Airport Customer Experience (New Orleans, LA, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead airport front-line operations to deliver an elevated customer experience while ensuring a safe, efficient, and compliant station environment. Drive operational excellence by coaching and developing team members, providing exceptional support, and building effective relationships with internal and external stakeholders. Monitor operational conditions and scorecard metrics, collaborate across departments, and maintain preparedness for rotating shifts and occasional extra hours based on operational needs.
Location: New Orleans
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead airport team operations to perform work safely, efficiently, and in compliance with applicable regulations.
  • •Drive operational excellence by creating an environment that supports frontline team members and celebrates team successes.
  • •Provide frontline team exceptional support through mechanisms that enable superior customer service.
  • •Coach and mentor frontline team members in skill development, customer service elevation, and company culture behaviors.
  • •Assess operational environment and collaborate across departments to ensure corporate and local scorecard metrics are fulfilled.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceEmployee Assistance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to bring out the best performance in the workforce through proactive employee engagement in an inclusive environment.
  • •Has USPS clearance or the ability to obtain USPS clearance; and ability to fulfill FAA criminal background checks for unescorted access privileges (SIDA), if applicable.
Experience:2+ yearsAirport customer serviceAirline
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingCollaboration
Licenses:Driver’s license (as required by local authorities)USPS clearance (or ability to obtain)
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

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