Customer Service Manager, Airport Workforce Management (New York City, NY, US)

American Airlines Group
New York
Workplace: OnsiteFull timeUSD 51,000 - 86,500Function: Customer Support (Service Desk)Education: high_schoolSkills: ["Leadership","Coaching","Active listening","Critical thinking","Decision making"]

Lead airport customer service operations within American Airlines’ Domestic Airports team, driving operational excellence with a safety-conscious mindset. Coach and develop frontline employees, set team goals, and ensure effective staffing and resource allocation to deliver exceptional customer experience. Conduct safety self-audits and root-cause investigations, coordinate cross-department communication, and use workforce tools and systems to manage overtime and assignments.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
American Airlines Group
American Airlines Group
1 day ago

Customer Service Manager, Airport Workforce Management (New York City, NY, US)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Lead airport customer service operations within American Airlines’ Domestic Airports team, driving operational excellence with a safety-conscious mindset. Coach and develop frontline employees, set team goals, and ensure effective staffing and resource allocation to deliver exceptional customer experience. Conduct safety self-audits and root-cause investigations, coordinate cross-department communication, and use workforce tools and systems to manage overtime and assignments.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence with a safety-conscious environment to deliver end-to-end exceptional customer service.
  • •Be a safety advocate by identifying and addressing safety concerns and conducting self-audits and root cause investigations.
  • •Establish team and individual goals and coach/mentor frontline team members on skill development, customer service, and company culture behaviors.
  • •Allocate resources and support teams to achieve operational goals safely, including proactive staffing issue resolution.
  • •Use workforce tools/programs to analyze operations, manage overtime/staffing inputs, and coordinate assignments for frontline teams to work flights at gates.

Pay and Benefits

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

Key Requirements

  • •High school diploma or GED equivalency
  • •Previous airport customer service experience
  • •2 years experience leading others
  • •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)
Experience:AirportAviationCustomer service
Education:High School
Skills:LeadershipCoachingActive listeningCritical thinkingDecision making
Licenses:USPS clearanceDriver’s license
Tech Stack:GS RealtimePrimeGETNGSABREMicrosoft OfficeWordExcelPowerPointOutlook

Eligibility

Security Clearance:USPS clearanceSIDA unescorted accessFAA criminal background check

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