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

American Airlines Group
Charlotte
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Employee engagement","Active listening","Critical thinking","Strong decision making","Time management"]

Lead a safe, high-performing airport customer service operation by coaching and developing front-line teams, setting goals, and coordinating staffing to support day-of and operational needs. Serve as a safety advocate through audits, observations, and root-cause investigations, while ensuring exceptional customer experience. Manage complex staffing issues, communicate across departments, and use tools like GS Realtime and scheduling/program systems to drive operational excellence.

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FursaFursa
American Airlines Group
American Airlines Group
4 days ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Lead a safe, high-performing airport customer service operation by coaching and developing front-line teams, setting goals, and coordinating staffing to support day-of and operational needs. Serve as a safety advocate through audits, observations, and root-cause investigations, while ensuring exceptional customer experience. Manage complex staffing issues, communicate across departments, and use tools like GS Realtime and scheduling/program systems to drive operational excellence.
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 for end-to-end customer service.
  • •Serve as a safety advocate by addressing safety concerns and conducting self-audits, observations, and root cause investigations.
  • •Set team and individual goals, coaching and mentoring front-line team members to elevate customer service and culture behaviors.
  • •Effectively allocate resources and support teams to deliver operational goals safely.
  • •Coordinate assignments for front-line team members and use GS Realtime and programs (Prime, GETNG, SABRE) for staffing, overtime, and tour reports.

Pay and Benefits

Perks:Health InsuranceDentalVision401kWellness Stipend

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 obtain USPS clearance and fulfill FAA criminal background checks for unescorted access privileges (SIDA).
Experience:Airport operations
Education:High School
Skills:Employee engagementActive listeningCritical thinkingStrong decision makingTime management
Licenses:Valid driver’s license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlookGS RealtimePrimeGETNGSABRE

Eligibility

Security Clearance:USPS clearanceFAA criminal background checks

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