Customer Service Manager, Airport Customer Experience (Kansas City, MO, US)

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

Lead the Hubs & Gateways/Stations front-line operation within the Customer Experience Division, driving safe, efficient performance and compliance with DOT/FAA and other regulations. Coach, mentor, and engage team members to elevate customer service through proactive support mechanisms and a high-trust, respectful culture. Partner across departments and agencies to meet corporate and local scorecard metrics, while ensuring essential needs are fulfilled under demanding airport conditions.

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FursaFursa
American Airlines Group
American Airlines Group
2 days ago

Customer Service Manager, Airport Customer Experience (Kansas City, MO, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Lead the Hubs & Gateways/Stations front-line operation within the Customer Experience Division, driving safe, efficient performance and compliance with DOT/FAA and other regulations. Coach, mentor, and engage team members to elevate customer service through proactive support mechanisms and a high-trust, respectful culture. Partner across departments and agencies to meet corporate and local scorecard metrics, while ensuring essential needs are fulfilled under demanding airport conditions.
Location: Kansas City
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.
  • •Lead airport team work in a safe, efficient manner while complying with Federal, state, and local regulations, including DOT and FAA.
  • •Provide frontline teams exceptional support through mechanisms that enable superior customer service.
  • •Coach and mentor team members on skill development, customer service elevation, and company culture behaviors.
  • •Assess operational environment and collaborate cross-departmentally to ensure corporate and local scorecard metrics are met.

Pay and Benefits

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 fulfill FAA criminal background checks for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
Experience:2+ yearsAirlineAirport customer serviceOperations
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingCollaboration
Licenses:Driver's licenseUSPS clearance
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