Customer Service Manager, Airport Customer Experience (Windsor Locks, CT, US)

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: high_schoolSkills: ["Employee engagement","Active listening","Critical thinking","Strong decision making","Collaboration"]

Lead and coach front-line airport team members to deliver a safe, reliable, high-performing operation and an elevated customer experience. Drive operational excellence by supporting teams with direction and resources, ensuring compliance with Federal, state, and local regulations, and coordinating station activities across departments and agencies. Monitor performance against corporate and local scorecard metrics, promote a culture of respect, and work rotating shifts including weekends and holidays.

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American Airlines Group
American Airlines Group
1 hour ago

Customer Service Manager, Airport Customer Experience (Windsor Locks, CT, US)

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

Job Summary

Lead and coach front-line airport team members to deliver a safe, reliable, high-performing operation and an elevated customer experience. Drive operational excellence by supporting teams with direction and resources, ensuring compliance with Federal, state, and local regulations, and coordinating station activities across departments and agencies. Monitor performance against corporate and local scorecard metrics, promote a culture of respect, and work rotating shifts including weekends and holidays.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, engage, coach, and develop front-line team members to deliver superior customer service
  • •Ensure teams perform safely and efficiently while complying with DOT, FAA, and other regulations
  • •Provide frontline teams exceptional support and the direction/support structure to enable high performance
  • •Assess operational conditions and collaborate across departments to meet corporate and local scorecard metrics
  • •Coach and mentor team members in customer service elevation, skill development, and company culture behaviors

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 (SIDA) if applicable
Experience:Airport customer service
Education:High School
Skills:Employee engagementActive listeningCritical thinkingStrong decision makingCollaboration
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