Customer Service Manager, Airport Workforce Management (Philadelphia, PA, US)

American Airlines Group
Philadelphia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Strong decision making","Time management"]

Lead a safe, high-performing airport customer service operation for the Domestic Airports Team within Customer Experience. Coach and develop front-line team members, set goals aligned to departmental and company objectives, and manage staffing and resource allocation throughout the day. Be a safety advocate through audits, observations, and root-cause investigations, while coordinating with departments and using tools such as GS Realtime, Prime, GETNG, and SABRE to optimize overtime and assignments.

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FursaFursa
American Airlines Group
American Airlines Group
2 days ago

Customer Service Manager, Airport Workforce Management (Philadelphia, PA, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Lead a safe, high-performing airport customer service operation for the Domestic Airports Team within Customer Experience. Coach and develop front-line team members, set goals aligned to departmental and company objectives, and manage staffing and resource allocation throughout the day. Be a safety advocate through audits, observations, and root-cause investigations, while coordinating with departments and using tools such as GS Realtime, Prime, GETNG, and SABRE to optimize overtime and assignments.
Location: Philadelphia
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 delivering end-to-end customer service.
  • •Be a safety advocate by addressing concerns and conducting self-audits, observations, and root-cause investigations.
  • •Establish team and individual goals, and coach and mentor front-line team members in customer service and culture behaviors.
  • •Allocate resources and support teams to meet operational goals safely, including managing complex staffing issues with minimal oversight.
  • •Coordinate assignments for front-line team members and use tools (GS Realtime, Prime, GETNG, SABRE) to manage overtime and staffing inputs.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •Previous airport customer service experience.
  • •2 years of experience leading others.
  • •Knowledge of company policies, procedures, and functional automation applications.
  • •Ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) and make sound decisions under demanding operational conditions.
Experience:2+ years
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingTime management
Licenses:Driver’s license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlookGS RealtimePrimeGETNGSABRE

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