Customer Service Manager, Airport Ramp Operations (Washington, VA, US)

American Airlines Group
Washington
Workplace: OnsiteFull timeUSD 51,000 - 86,500 annuallyFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Leadership","Active listening","Critical thinking","Decision-making","Sound business judgment"]

Lead and coach front-line airport ramp team members to ensure a safe, reliable operation and an exceptional customer experience. Drive operational excellence through goal-setting, resource allocation, and proactive safety advocacy including audits, observations, and root-cause investigations. Manage escalated service issues, promote effective cross-department communication, and apply union contract rules in daily interactions. This role sits within the Airports Team in the Customer Experience Division.

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American Airlines Group
American Airlines Group
12 hours ago

Customer Service Manager, Airport Ramp Operations (Washington, VA, US)

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Last checked: 12 hours agoStatus: Live

Job Summary

Lead and coach front-line airport ramp team members to ensure a safe, reliable operation and an exceptional customer experience. Drive operational excellence through goal-setting, resource allocation, and proactive safety advocacy including audits, observations, and root-cause investigations. Manage escalated service issues, promote effective cross-department communication, and apply union contract rules in daily interactions. This role sits within the Airports Team in the Customer Experience Division.
Location: Washington
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while maintaining a safety-conscious end-to-end customer service environment.
  • •Be a safety advocate by addressing safety concerns and conducting self-audits, observations, and root-cause investigations.
  • •Set team and individual goals, coach and mentor frontline team members, and promote an inclusive working environment.
  • •Allocate resources and support teams to meet operational goals and manage escalated service issues.
  • •Ensure effective communication across departments and apply union contract rules/regs in daily interactions.

Pay and Benefits

Salary: USD 51,000 - 86,500 annually
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, procedures, and functional automation applications.
  • •Ability to qualify for (SIDA) badge and obtain USPS clearance (including meeting USPS residency requirement).
Experience:Airport customer service
Education:High School
Skills:LeadershipActive listeningCritical thinkingDecision-makingSound business judgment
Licenses:USPS clearanceSIDA badgeValid 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