Customer Service Manager, Airport Customer Experience (Norfolk, VA, US)

American Airlines Group
United States
Workplace: OnsiteFull timeUSD 51,000 - 86,500Function: Customer Success & Account ManagementExperience: 2+ yearsEducation: high_schoolSkills: ["Proactive employee engagement","Active listening","Critical thinking","Strong decision making","Sound business judgment"]

Lead and develop front-line airport team members within the Customer Experience division to ensure a safe, reliable, high-performing operation and an elevated customer experience. Drive operational excellence, coach team members on customer service and culture behaviors, and coordinate with internal and external stakeholders to meet corporate and local scorecard metrics. Work rotating shifts and extra hours as operational needs require, while maintaining compliance with DOT, FAA, and other regulations.

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American Airlines Group
American Airlines Group
1 day ago

Customer Service Manager, Airport Customer Experience (Norfolk, VA, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 4 weeks ago

Job Summary

Lead and develop front-line airport team members within the Customer Experience division to ensure a safe, reliable, high-performing operation and an elevated customer experience. Drive operational excellence, coach team members on customer service and culture behaviors, and coordinate with internal and external stakeholders to meet corporate and local scorecard metrics. Work rotating shifts and extra hours as operational needs require, while maintaining compliance with DOT, FAA, and other regulations.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence and ensure a safe, efficient operation in compliance with DOT, FAA and other regulations.
  • •Create an environment that cares for frontline team members and celebrates team successes.
  • •Support frontline teams with mechanisms to deliver superior customer service.
  • •Coach and mentor team members in skill development, customer service elevation, and company culture behaviors.
  • •Assess operational conditions and collaborate across departments to ensure scorecard metrics are fulfilled.

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 of experience leading others.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Ability to obtain USPS clearance and fulfill FAA criminal background checks for unescorted access privileges (SIDA), if applicable.
Experience:2+ yearsAirport customer service
Education:High School
Skills:Proactive employee engagementActive listeningCritical thinkingStrong decision makingSound business judgment
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