Customer Service Manager, Airport Customer Experience (Newark, NJ, US)

American Airlines Group
Newark
Workplace: OnsiteFull timeUSD 51,000 - 86,500Function: Customer Success & Account ManagementEducation: high_schoolSkills: ["Leadership","Coaching","Proactive employee engagement","Active listening","Critical thinking"]

Lead the front-line team within the Hubs & Gateways or Stations team to deliver a safe, reliable, high-performing operation and an elevated airport customer experience. Drive operational excellence through coaching, mentoring, and proactive employee engagement. Ensure compliance with regulations, provide exceptional support to frontline associates, and collaborate across departments to meet corporate/local scorecard metrics while staffing needs are supported by effective resource planning.

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FursaFursa
American Airlines Group
American Airlines Group
2 days ago

Customer Service Manager, Airport Customer Experience (Newark, NJ, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Lead the front-line team within the Hubs & Gateways or Stations team to deliver a safe, reliable, high-performing operation and an elevated airport customer experience. Drive operational excellence through coaching, mentoring, and proactive employee engagement. Ensure compliance with regulations, provide exceptional support to frontline associates, and collaborate across departments to meet corporate/local scorecard metrics while staffing needs are supported by effective resource planning.
Location: Newark
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and develop front-line team members to ensure a high-performing, safe operation.
  • •Ensure airport team work is performed safely, efficiently, and in compliance with Federal, state, and local regulations (including DOT and FAA).
  • •Provide frontline team exceptional support using mechanisms that enable superior customer service delivery.
  • •Coach and mentor frontline team members in skill development, customer service elevation, and company culture behaviors.
  • •Assess operational conditions to ensure corporate and local scorecard metrics are met through cross-department collaboration.

Pay and Benefits

Salary: USD 51,000 - 86,500
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 obtain USPS clearance and fulfill FAA criminal background checks for unescorted access privileges (SIDA), if applicable.
Experience:Airport customer service
Education:High School
Skills:LeadershipCoachingProactive employee engagementActive listeningCritical thinking
Licenses:Driver’s license
Tech Stack:Microsoft 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