Customer Service Manager, Airport Customer Experience - San Francisco SFO

American Airlines Group
San Francisco
Workplace: OnsiteFull timeUSD 50,000 - 85,000Function: Customer Success & Account ManagementEducation: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Decision making","Collaboration"]

Lead the airport customer experience operation by managing, coaching, and developing front-line team members to deliver a safe, reliable, high-performing service environment. Drive operational excellence, ensure compliance with applicable DOT/FAA regulations, and provide frontline support mechanisms that elevate customer service. Collaborate across departments and agencies to meet corporate and local scorecard metrics, while managing rotating shifts and occasional extra hours as operational needs require.

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FursaFursa
American Airlines Group
American Airlines Group
6 hours ago

Customer Service Manager, Airport Customer Experience - San Francisco SFO

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead the airport customer experience operation by managing, coaching, and developing front-line team members to deliver a safe, reliable, high-performing service environment. Drive operational excellence, ensure compliance with applicable DOT/FAA regulations, and provide frontline support mechanisms that elevate customer service. Collaborate across departments and agencies to meet corporate and local scorecard metrics, while managing rotating shifts and occasional extra hours as operational needs require.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence by leading, engaging, coaching, and developing front-line team members.
  • •Ensure the team performs safely and efficiently in compliance with applicable Federal, state, and local regulations (including DOT and FAA).
  • •Provide frontline team exceptional support mechanisms to deliver superior customer service.
  • •Coach and mentor team members in customer service skills and company culture behaviors.
  • •Assess operational conditions to ensure corporate and local scorecard metrics are fulfilled through cross-department collaboration.

Pay and Benefits

Salary: USD 50,000 - 85,000
Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •Previous airport customer service experience.
  • •2 years of experience leading others.
  • •Ability to actively listen and demonstrate critical thinking to improve service and resolve issues for internal and external customers.
  • •Knowledge of company policies, procedures, and functional automation applications (plus Microsoft Office: Word, Excel, PowerPoint, Outlook).
Experience:Airport customer service
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingDecision makingCollaboration
Licenses:Valid driver’s license (as required by local authorities)
Certifications:USPS clearance
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