Customer Service Manager, Airport Workforce Management - Phoenix PHX (Phoenix, AZ, US)

American Airlines Group
Phoenix
Full timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Leadership","Coaching","Proactive employee engagement","Critical thinking","Strong decision making"]

Lead a safety-conscious, high-performing airport customer service operation as part of American Airlines’ Domestic Airports team. Drive operational excellence, coach and mentor front-line employees, and allocate resources to deliver exceptional customer service. Conduct safety self-audits, observations, and root-cause investigations, coordinate communication across departments, and manage staffing for gate-based flight coverage using tools such as GS Realtime, Prime, GETNG, and SABRE.

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FursaFursa
American Airlines Group
American Airlines Group
14 hours ago

Customer Service Manager, Airport Workforce Management - Phoenix PHX (Phoenix, AZ, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Lead a safety-conscious, high-performing airport customer service operation as part of American Airlines’ Domestic Airports team. Drive operational excellence, coach and mentor front-line employees, and allocate resources to deliver exceptional customer service. Conduct safety self-audits, observations, and root-cause investigations, coordinate communication across departments, and manage staffing for gate-based flight coverage using tools such as GS Realtime, Prime, GETNG, and SABRE.
Location: Phoenix
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while maintaining a safety-conscious environment that delivers end-to-end exceptional customer service.
  • •Be a safety advocate by identifying and addressing safety concerns, and conduct self-audits, observations, and root-cause investigations.
  • •Set team and individual goals and coach/mentor front-line team members in skill development and customer service behaviors.
  • •Effectively allocate resources and support teams to meet operational goals in a safe manner, including solving complex staffing issues with minimal oversight.
  • •Coordinate assignments and workforce scheduling to dynamically support flights at gates and use workforce/timekeeping tools to manage overtime and staffing inputs.

Pay and Benefits

Perks:Health InsuranceDentalVision401k

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of company policies, procedures, and functional automation applications.
  • •Ability to meet safety and access requirements, including USPS clearance and FAA criminal background checks for unescorted access (SIDA).
Experience:2+ yearsAirportCustomer service
Education:High School
Skills:LeadershipCoachingProactive employee engagementCritical thinkingStrong decision making
Licenses:Valid driver's license
Tech Stack:GS RealtimePrimeGETNGSABREMicrosoft OfficeWordExcelPowerPointOutlook

Eligibility

Security Clearance:USPS clearance

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