Customer Service Manager, Airport Customer Operations - DFW (DFW Airport, TX, US)

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Leadership","Coaching","Communication","Critical thinking","Decision-making"]

Lead the front-line team in Airport Customer Operations to deliver safe, reliable, end-to-end customer service at DFW. Drive operational excellence, act as a safety advocate, coach and mentor team members, manage escalated service issues, and coordinate with multiple departments and agencies. Ensure safety compliance through self-audits and investigations, uphold policy and JCBA requirements, and communicate key corporate and local updates to frontline leaders.

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FursaFursa
American Airlines Group
American Airlines Group
14 hours ago

Customer Service Manager, Airport Customer Operations - DFW (DFW Airport, TX, US)

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Lead the front-line team in Airport Customer Operations to deliver safe, reliable, end-to-end customer service at DFW. Drive operational excellence, act as a safety advocate, coach and mentor team members, manage escalated service issues, and coordinate with multiple departments and agencies. Ensure safety compliance through self-audits and investigations, uphold policy and JCBA requirements, and communicate key corporate and local updates to frontline leaders.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while promoting a safety-conscious environment and exceptional customer service.
  • •Serve as a safety advocate by addressing safety concerns and conducting self-audits, observations, and root-cause investigations.
  • •Set team and individual goals and coach/mentor frontline team members to elevate customer service and culture behaviors.
  • •Allocate resources and provide support to enable teams to deliver on operational goals safely, including managing escalated service issues.
  • •Promote communication across departments and apply JCBA rules/regs in day-to-day interactions with frontline team members and local union leaders.

Pay and Benefits

Perks:Health InsuranceDentalVision401kFlexible SpendingEmployee AssistancePet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Previous airport customer service experience.
  • •Ability to qualify for a (SIDA) badge and have/obtain USPS clearance.
  • •Valid driver's license and ability to work rotating shifts, including weekends and holidays.
Experience:2+ yearsAirport customer service
Education:High School
Skills:LeadershipCoachingCommunicationCritical thinkingDecision-making
Licenses:Valid driver's license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

Eligibility

Security Clearance:SIDA

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