Customer Service Manager, Airport Workforce Management (Charlotte, NC, US)
American Airlines Group
Charlotte
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Employee engagement","Active listening","Critical thinking","Strong decision making","Cross-department communication"]Lead a safe, high-performing airport customer service operation as part of the Domestic Airports Team within the Customer Experience Division. Coach and mentor frontline staff, set team and individual goals, and coordinate staffing to cover gate-based flight assignments. Drive operational excellence through self-audits, observations, and root-cause investigations, while using tools like GS Realtime, Prime, GETNG, and SABRE to manage overtime and staffing inputs and maintain strong cross-department communication.
