Customer Service Manager, Airport Customer Experience (Pittsburgh, PA, US)

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

Lead the Airport Customer Experience team within the Customer Experience Division, driving safe, reliable operations and an elevated customer experience. Coach and mentor front-line team members, support performance through proactive engagement, and ensure compliance with DOT, FAA, and other regulations. Use scorecard metrics and cross-department collaboration to maintain operational excellence, while working rotating shifts and supporting needs as they arise.

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FursaFursa
American Airlines Group
American Airlines Group
6 hours ago

Customer Service Manager, Airport Customer Experience (Pittsburgh, PA, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead the Airport Customer Experience team within the Customer Experience Division, driving safe, reliable operations and an elevated customer experience. Coach and mentor front-line team members, support performance through proactive engagement, and ensure compliance with DOT, FAA, and other regulations. Use scorecard metrics and cross-department collaboration to maintain operational excellence, while working rotating shifts and supporting needs as they arise.
Location: Pittsburgh
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and coach front-line team members to ensure a safe, efficient, and compliant airport operation.
  • •Create an environment that cares for team members and celebrates team successes while maintaining a high-performing operation.
  • •Provide front-line exceptional support using mechanisms that enable superior customer service.
  • •Establish and promote relationships with external and internal customers with compassion, authenticity, integrity, respect, and dignity.
  • •Assess operational conditions to meet corporate and local scorecard metrics through collaboration and appropriate resource support.

Pay and Benefits

Perks:Health InsuranceDentalVision401kFlexible SpendingEmployee AssistancePet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •Previous airport customer service experience.
  • •2 years of experience leading others.
  • •Knowledge of company policies, procedures, and functional automation applications.
  • •Ability to obtain USPS clearance and fulfill FAA criminal background checks for unescorted access privileges (SIDA), if applicable; applicable valid driver’s license as required by local authorities, if applicable.
Experience:Airport customer serviceCustomer experienceOperations
Education:High School
Skills:Employee engagementActive listeningCritical thinkingDecision makingCollaboration
Tech Stack:Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

Eligibility

Security Clearance:USPS clearanceFAA criminal background check (SIDA access)

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