Customer Service Manager, Airport Customer Experience Administration (Charlotte, NC, US)

American Airlines Group
Charlotte
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsEducation: high_schoolSkills: ["Leadership","Coaching","Proactive employee engagement","Active listening","Critical thinking"]

Lead a front-line team within the Airports Customer Experience division to deliver safe, reliable, high-performing operations and an exceptional customer experience. Drive operational excellence through goal-setting, coaching, resource allocation, and safety advocacy (audits, observations, and root-cause investigations). Manage station performance using data, reporting, and communication across departments while ensuring adherence to corporate policy and applicable union contract rules.

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FursaFursa
American Airlines Group
American Airlines Group
1 day ago

Customer Service Manager, Airport Customer Experience Administration (Charlotte, NC, US)

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

Job Summary

Lead a front-line team within the Airports Customer Experience division to deliver safe, reliable, high-performing operations and an exceptional customer experience. Drive operational excellence through goal-setting, coaching, resource allocation, and safety advocacy (audits, observations, and root-cause investigations). Manage station performance using data, reporting, and communication across departments while ensuring adherence to corporate policy and applicable union contract rules.
Location: Charlotte
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while maintaining a safety-conscious environment for end-to-end exceptional customer service.
  • •Coach and develop frontline team members, set team and individual goals, and support skill development and culture behaviors.
  • •Allocate resources and provide support to enable teams to meet operational goals safely.
  • •Maintain safety and reliability through self-audits, observations, and root-cause investigations.
  • •Analyze station data to improve scheduling, training, and station performance; produce local reporting based on station leadership needs.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet InsuranceFlexible Spending

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
  • •Has USPS clearance or ability to obtain USPS clearance; ability to fulfill FAA criminal background checks for unescorted access privileges (as applicable).
Experience:2+ yearsAirport customer serviceCustomer serviceUnion environment
Education:High School
Skills:LeadershipCoachingProactive employee engagementActive listeningCritical thinking
Licenses:USPS clearanceFAA background check
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