Customer Service Manager, Airport Customer Operations - Catering (Philadelphia, PA, US)

American Airlines Group
Philadelphia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: high_schoolSkills: ["Leadership","Coaching","Proactive employee engagement","Active listening","Critical thinking"]

Lead safe, high-performing airport customer service operations for the Catering function within American’s Airports team. Drive operational excellence through coaching and developing frontline team members, allocating resources, and ensuring safety and reliability via audits, observations, and root-cause investigations. Manage escalated service issues, promote cross-department communication, and apply union/JCBA rules in day-to-day interactions while delivering an exceptional customer experience.

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FursaFursa
American Airlines Group
American Airlines Group
6 days ago

Customer Service Manager, Airport Customer Operations - Catering (Philadelphia, PA, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 36 minutes agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Lead safe, high-performing airport customer service operations for the Catering function within American’s Airports team. Drive operational excellence through coaching and developing frontline team members, allocating resources, and ensuring safety and reliability via audits, observations, and root-cause investigations. Manage escalated service issues, promote cross-department communication, and apply union/JCBA rules in day-to-day interactions while delivering an exceptional customer experience.
Location: Philadelphia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while maintaining a safety-conscious environment for end-to-end customer service.
  • •Advocate for safety by identifying concerns and addressing them, including self-audits, observations, and root-cause investigations.
  • •Set team and individual goals aligned to departmental/company objectives; coach and mentor frontline team members.
  • •Allocate resources and provide support so teams can meet operational goals safely.
  • •Manage escalated service issues and promote effective communication across departments to achieve shared goals.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

  • •High school diploma or GED equivalency.
  • •3+ years experience in airline/hotel food and beverage, restaurants, catering, purchasing, warehousing, or Inflight.
  • •2 years experience leading others.
  • •Experience in airline catering operations, aircraft galleys, or Inflight.
  • •Knowledge of company policies/procedures and functional automation applications.
Experience:3+ yearsAirlineHospitalityFood and beverageCateringWarehousingLogisticsInflightUnionAircraft galleys
Education:High School
Skills:LeadershipCoachingProactive employee engagementActive listeningCritical thinking
Licenses:Valid driver's license
Certifications:ServSafeHAACP
Tech Stack:Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft OutlookMicrosoft OfficeAutomation applications

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