Customer Service Manager, Airport Workforce Management (Charlotte, NC, US)

American Airlines Group
Charlotte
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Leadership","Coaching","Employee engagement","Critical thinking","Communication"]

Lead safe, high-performing airport customer service operations for the Domestic Airports Team within the Customer Experience Division. Drive operational excellence through coaching frontline team members, setting goals, allocating resources, and ensuring safety and reliability via audits, observations, and root-cause investigations. Manage staffing and overtime using tools like GS Realtime, Prime, GETNG, and SABRE, while coordinating gate assignments and fostering cross-department communication to deliver exceptional customer experience.

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American Airlines Group
American Airlines Group
2 days ago

Customer Service Manager, Airport Workforce Management (Charlotte, NC, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Lead safe, high-performing airport customer service operations for the Domestic Airports Team within the Customer Experience Division. Drive operational excellence through coaching frontline team members, setting goals, allocating resources, and ensuring safety and reliability via audits, observations, and root-cause investigations. Manage staffing and overtime using tools like GS Realtime, Prime, GETNG, and SABRE, while coordinating gate assignments and fostering cross-department communication to deliver exceptional customer experience.
Location: Charlotte
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 environment and exceptional customer service outcomes.
  • •Serve as a safety advocate by addressing safety concerns and performing self-audits, observations, and root-cause investigations.
  • •Set team and individual goals, and coach and mentor frontline team members to elevate customer service and company culture behaviors.
  • •Allocate resources and provide support so teams can meet operational goals safely and reliably.
  • •Manage workforce and scheduling by coordinating frontline assignments for gate work and using tools (GS Realtime, Prime, GETNG, SABRE) to analyze operations, staffing inputs, and overtime.
  • •Promote cross-department communication and ensure team adherence to corporate policy/procedure and the JCBA.

Pay and Benefits

Perks:Health InsuranceDentalVision401kFlexible SpendingPet 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 use Microsoft Office tools (Word, Excel, PowerPoint, Outlook) and monitor performance to drive improvements.
Experience:AirportsAirport customer service
Education:High School
Skills:LeadershipCoachingEmployee engagementCritical thinkingCommunication
Licenses:USPS clearance ability (or ability to obtain)Valid driver’s license
Tech Stack:GS RealtimePrimeGETNGSABREMicrosoft OfficeWordExcelPowerPointOutlook

Eligibility

Security Clearance:USPS clearanceFAA criminal background checks (SIDA access privileges)

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