Customer Service Manager, Airport Customer Experience (Richmond, VA, US)

American Airlines Group
Richmond
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsEducation: high_schoolSkills: ["Coaching","Proactive engagement","Inclusive leadership","Active listening","Critical thinking","Decision making","Collaboration","Independent work","Prioritization"]

Lead and coach frontline airport team members to deliver a safe, efficient, and elevated customer experience. Drive operational excellence by ensuring compliance with DOT, FAA, and other regulations, providing frontline support mechanisms, and using scorecard metrics to improve performance. Collaborate across departments and agencies, manage rotating shifts and extra hours as needed, and foster a culture of mutual respect, trust, and continuous improvement.

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American Airlines Group
American Airlines Group
1 day ago

Customer Service Manager, Airport Customer Experience (Richmond, VA, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Lead and coach frontline airport team members to deliver a safe, efficient, and elevated customer experience. Drive operational excellence by ensuring compliance with DOT, FAA, and other regulations, providing frontline support mechanisms, and using scorecard metrics to improve performance. Collaborate across departments and agencies, manage rotating shifts and extra hours as needed, and foster a culture of mutual respect, trust, and continuous improvement.
Location: Richmond
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 frontline team members.
  • •Lead airport teams to work safely and efficiently while complying with Federal, state, and local regulations including DOT and FAA.
  • •Provide frontline team exceptional support to deliver superior customer service.
  • •Coach and mentor team members to elevate customer service and reinforce company culture behaviors.
  • •Assess operational conditions and collaborate across departments to meet corporate and local scorecard metrics.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceEmployee Assistance

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 coordinate station activities and collaborate with multi-functional departments and agencies for a safe, efficient, on-time operation.
Experience:2+ yearsAirportCustomer serviceOperations
Education:High School
Skills:CoachingProactive engagementInclusive leadershipActive listeningCritical thinkingDecision makingCollaborationIndependent workPrioritization
Licenses:Driver’s license
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