Customer Service Manager, Airport Customer Care (Philadelphia, PA, US)

American Airlines Group
Philadelphia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Leadership","Proactive engagement","Active listening","Critical thinking","Decision-making"]

Lead and coach front-line airport customer care teams to deliver safe, reliable, end-to-end customer service. Drive operational excellence through safety advocacy, self-audits, observations, and root-cause investigations. Set team and individual goals, allocate resources, manage escalated service issues, and promote effective cross-department communication. Ensure adherence to corporate policy and JCBA-related rules while delivering clear corporate/local communications to frontline leaders.

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American Airlines Group
American Airlines Group
1 day ago

Customer Service Manager, Airport Customer Care (Philadelphia, PA, US)

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Last checked: 7 hours agoStatus: Live

Job Summary

Lead and coach front-line airport customer care teams to deliver safe, reliable, end-to-end customer service. Drive operational excellence through safety advocacy, self-audits, observations, and root-cause investigations. Set team and individual goals, allocate resources, manage escalated service issues, and promote effective cross-department communication. Ensure adherence to corporate policy and JCBA-related rules while delivering clear corporate/local communications to frontline leaders.
Location: Philadelphia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence with a safety-conscious environment and exceptional end-to-end customer service.
  • •Serve as a safety advocate by addressing safety concerns and supporting safety engagements like self-audits, observations, and root-cause investigations.
  • •Set team and individual goals, coach and mentor frontline team members, and foster a respectful, trust-based culture.
  • •Allocate resources and provide support to enable teams to deliver operational goals safely.
  • •Manage escalated service issues and ensure frontline adherence to corporate policy/procedure and applicable JCBA rules.

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 ensure safety, monitor performance, and resolve issues for internal and external customers.
Experience:Airport customer service
Education:High School
Skills:LeadershipProactive engagementActive listeningCritical thinkingDecision-making
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