Sr Manager, Airport Customer Care (DFW Airport, TX, US)

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Product ManagementEducation: bachelorsSkills: ["Leadership","Training","Motivation","Organization","Time management","Creative thinking","Problem-solving","Communication","Presentations","Analyzing complex documents","Resolving personnel issues"]

Lead the Hubs & Gateways Customer Care team at the airport, driving customer service performance, productivity, and cost control. You’ll set and communicate goals, oversee station operating and performance reporting systems, and resolve customer service and operational challenges. Partner with leaders across Training, Marketing, Operations, and Employee Relations to roll out initiatives, ensure policy compliance, and coach customer service representatives to deliver outstanding service.

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American Airlines Group
American Airlines Group
7 hours ago

Sr Manager, Airport Customer Care (DFW Airport, TX, US)

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Last checked: 7 hours agoStatus: Live

Job Summary

Lead the Hubs & Gateways Customer Care team at the airport, driving customer service performance, productivity, and cost control. You’ll set and communicate goals, oversee station operating and performance reporting systems, and resolve customer service and operational challenges. Partner with leaders across Training, Marketing, Operations, and Employee Relations to roll out initiatives, ensure policy compliance, and coach customer service representatives to deliver outstanding service.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Provide hands-on leadership to achieve business objectives and meet service standards
  • •Set and communicate goals to improve performance, productivity, and cost control
  • •Identify continuous improvement opportunities and implement methods to increase revenue, reduce cost, and improve customer service
  • •Resolve customer service and operational challenges, including during vacations, outages, and other coverage needs
  • •Evaluate individual and team performance using quality control measures such as call observations and customer experience feedback

Pay and Benefits

Perks:Health InsuranceDentalVision401kVirtual DoctorPet InsuranceEmployee Assistance

Key Requirements

  • •Bachelor’s degree or equivalent experience/training
  • •5 years of leadership experience
  • •Knowledge of Microsoft Office (Word, Excel, Outlook, etc.)
  • •Leadership skills to lead, train, develop, and motivate customer service representatives
  • •Ability to fulfill FAA criminal background checks for unescorted access to airport security identification display areas (SIDA), if applicable
Education:Bachelor's
Skills:LeadershipTrainingMotivationOrganizationTime managementCreative thinkingProblem-solvingCommunicationPresentationsAnalyzing complex documentsResolving personnel issues
Licenses:Driver’s license (if required by local authorities)
Tech Stack:Microsoft OfficeWordExcelOutlook

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