Customer Care Manager, Global Reservations (Fort Worth, TX, US)

American Airlines Group
United States
Full timeFunction: Solutions Engineering & Sales EngineeringEducation: high_schoolSkills: ["Lead, train, develop, and motivate a team","Manage multiple tasks","Analyze and interpret complex documents","Resolve difficult personnel and administrative issues","Strong presentation skills"]

Lead and develop a team of customer service representatives in American Airlines’ Global Reservations contact center. You’ll resolve customer service and operational issues, evaluate performance through quality control and feedback, and analyze KPIs to identify coaching and training opportunities. Manage corrective actions and performance reviews, partner with internal teams to roll out new initiatives, and help improve revenue, cost, and customer experience.

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American Airlines Group
American Airlines Group
2 days ago

Customer Care Manager, Global Reservations (Fort Worth, TX, US)

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Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Lead and develop a team of customer service representatives in American Airlines’ Global Reservations contact center. You’ll resolve customer service and operational issues, evaluate performance through quality control and feedback, and analyze KPIs to identify coaching and training opportunities. Manage corrective actions and performance reviews, partner with internal teams to roll out new initiatives, and help improve revenue, cost, and customer experience.
Location: United States
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Inspire, coach, and develop team members to achieve contact center performance goals, including customer satisfaction, call quality, and productivity.
  • •Resolve customer service and operational problems and provide timely feedback on customer service, sales, and specialty issues.
  • •Evaluate individual and team performance using quality control measures, including call observations and customer experience feedback.
  • •Analyze performance data to identify training needs and support employee development through coaching techniques and performance plans.
  • •Facilitate recruiting, selection, orientation, goal-setting, and annual performance reviews; administer corrective action as needed.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceVirtual Doctor

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years leadership experience.
  • •Project management skills.
  • •Knowledge of contact center or airport operational experience.
  • •Proficiency in reservations operating and performance reporting systems.
Education:High School
Skills:Lead, train, develop, and motivate a teamManage multiple tasksAnalyze and interpret complex documentsResolve difficult personnel and administrative issuesStrong presentation skills
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