Customer Service Manager, Airport Customer Experience (Providence, RI, US)

American Airlines Group
Providence
Workplace: OnsiteFull timeUSD 51,000 - 86,500Function: Customer Success & Account ManagementEducation: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Strong decision making","Collaboration"]

Lead front-line airport teams within the Customer Experience division to deliver safe, reliable operations and an elevated customer experience. Drive operational excellence, coach and mentor team members, and ensure compliance with federal, state, and local regulations. Provide exceptional frontline support through mechanisms, collaborate across departments to meet scorecard metrics, and establish strong relationships with internal and external customers while maintaining rotating-shift coverage.

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American Airlines Group
American Airlines Group
52 minutes ago

Customer Service Manager, Airport Customer Experience (Providence, RI, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 52 minutes agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Lead front-line airport teams within the Customer Experience division to deliver safe, reliable operations and an elevated customer experience. Drive operational excellence, coach and mentor team members, and ensure compliance with federal, state, and local regulations. Provide exceptional frontline support through mechanisms, collaborate across departments to meet scorecard metrics, and establish strong relationships with internal and external customers while maintaining rotating-shift coverage.
Location: Providence
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence and maintain a safe, efficient, compliant airport operation.
  • •Create a supportive environment for front-line team members and celebrate team successes.
  • •Coach and mentor front-line team members on skills development, customer service elevation, and company culture behaviors.
  • •Provide front-line teams exceptional support to deliver superior customer service.
  • •Assess operational conditions to ensure corporate and local scorecard metrics are fulfilled through cross-department collaboration.

Pay and Benefits

Salary: USD 51,000 - 86,500
Perks:Health InsuranceDentalVision401kPet Insurance

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.
  • •Has USPS clearance (or ability to obtain) and can fulfill FAA criminal background checks for unescorted access privileges, if applicable.
Experience:Airport customer serviceCustomer experienceOperations
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingCollaboration
Licenses:Valid driver’s license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlookFunctional automation applications

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