Customer Service Manager, Airport Customer Experience - New Orleans MSY (New Orleans, LA, US)

American Airlines Group
New Orleans
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: high_schoolSkills: ["Employee engagement","Active listening","Critical thinking","Decision making","Collaboration"]

Lead and develop front-line team members within the Hubs & Gateways/Stations team to ensure a safe, reliable airport operation and an elevated customer experience. Drive operational excellence by coaching staff, supporting superior customer service delivery, and maintaining compliance with DOT, FAA, and other regulations. Monitor performance against corporate/local scorecard metrics, coordinate station activities across departments, and be prepared for rotating shifts and extra hours as operational needs require.

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FursaFursa
American Airlines Group
American Airlines Group
2 days ago

Customer Service Manager, Airport Customer Experience - New Orleans MSY (New Orleans, LA, US)

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Last checked: 15 hours agoStatus: Live

Job Summary

Lead and develop front-line team members within the Hubs & Gateways/Stations team to ensure a safe, reliable airport operation and an elevated customer experience. Drive operational excellence by coaching staff, supporting superior customer service delivery, and maintaining compliance with DOT, FAA, and other regulations. Monitor performance against corporate/local scorecard metrics, coordinate station activities across departments, and be prepared for rotating shifts and extra hours as operational needs require.
Location: New Orleans
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead airport team members to perform work safely and efficiently while complying with Federal, state, and local regulations (including DOT and FAA).
  • •Coach and mentor front-line team members for skill 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 collaboration across departments and levels.
  • •Establish and promote effective relationships with internal and external customer base to foster respect and dignity.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceEmployee Assistance

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 fulfill FAA criminal background checks for unescorted access privileges to airport security identification display areas (SIDA), if applicable; has USPS clearance or the ability to obtain USPS clearance.
Experience:AviationAirport customer serviceCustomer experience
Education:High School
Skills:Employee engagementActive listeningCritical thinkingDecision makingCollaboration
Licenses:USPS clearanceDriver’s license
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