Customer Service Manager, Airport Customer Experience (Raleigh/Durham, NC, US)

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

Lead and coach front-line airport teams to deliver a safe, reliable operation and an elevated customer experience. Drive operational excellence by ensuring compliance with DOT, FAA, and local regulations, providing exceptional support mechanisms for superior service, and using scorecard metrics and cross-department collaboration to improve performance. Work rotating shifts and be prepared to work extra hours during operational needs.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
American Airlines Group
American Airlines Group
6 hours ago

Customer Service Manager, Airport Customer Experience (Raleigh/Durham, NC, US)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

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

Job Summary

Lead and coach front-line airport teams to deliver a safe, reliable operation and an elevated customer experience. Drive operational excellence by ensuring compliance with DOT, FAA, and local regulations, providing exceptional support mechanisms for superior service, and using scorecard metrics and cross-department collaboration to improve performance. Work rotating shifts and be prepared to work extra hours during operational needs.
Location: North Carolina, Durham
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Ensure a high-performing operation by leading, engaging, coaching, and developing front-line team members.
  • •Lead the airport team to perform work safely, efficiently, and in compliance with DOT, FAA, and other regulations.
  • •Provide front-line team exceptional support to deliver superior customer service.
  • •Coach and mentor team members in skill development, customer service elevation, and company culture behaviors.
  • •Assess operational conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels.

Pay and Benefits

Perks:Health InsuranceDentalVision401kVirtual DoctorFlexible SpendingEmployee AssistancePet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of company policies, procedures, and functional automation applications.
  • •Ability to obtain USPS clearance and fulfill FAA criminal background checks for unescorted access privileges (SIDA), if applicable.
Experience:2+ years
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingCollaboration
Licenses:USPS clearanceValid driver’s license
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