Manager, Customer Service-IOC Operations (Fort Worth, TX, US)

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Leadership","Collaboration","Communication","Problem-solving","Interpersonal skills"]

Lead the Customer Delivery organization within the Integrated Operations Center, shaping how American Airlines delivers for customers. Drive operational excellence by setting objectives and KPIs, ensuring a high-performance environment, and analyzing data to improve optimization and efficiency. Develop and coach teams on the IOC floor, manage performance and corrective actions, and partner cross-functionally to elevate customer experience, frontline decision-making, and alignment to service standards.

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American Airlines Group
American Airlines Group
1 day ago

Manager, Customer Service-IOC Operations (Fort Worth, TX, US)

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Last checked: 15 hours agoStatus: Live

Job Summary

Lead the Customer Delivery organization within the Integrated Operations Center, shaping how American Airlines delivers for customers. Drive operational excellence by setting objectives and KPIs, ensuring a high-performance environment, and analyzing data to improve optimization and efficiency. Develop and coach teams on the IOC floor, manage performance and corrective actions, and partner cross-functionally to elevate customer experience, frontline decision-making, and alignment to service standards.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Provide hands-on leadership to achieve business objectives and ensure service standards.
  • •Set objectives and key performance measures, ensuring a high performance environment.
  • •Analyze department data to optimize and improve efficiency, and identify process and people improvement opportunities.
  • •Develop, coach, and counsel employees, administering corrective action fairly and consistently while supporting employee development.
  • •Lead scheduling, hiring, and selection processes; facilitate meetings and process improvement task forces, and maintain effective communication and culture focused on customer needs.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceEmployee Assistance

Key Requirements

  • •Bachelor’s degree in a relevant field or equivalent experience/training.
  • •5 years of supervisory/managerial experience.
  • •Strong presentation and project management skills.
  • •Experience in aviation customer experience.
  • •Knowledge of performance reporting and interpreting department statistics to support development of professional presentations.
Experience:AviationCustomer experience
Education:Bachelor's
Skills:LeadershipCollaborationCommunicationProblem-solvingInterpersonal skills
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