Customer Service Manager, Control Center (New York City, NY, US)

Position Overview

Are you ready to explore a world of possibilities? Join our American Airlines family as a key member of the Hubs & Gateways/Stations Team within the Customer Experience Division. In this role, you'll lead, engage, coach, and develop front‐line team members with a focus on delivering an elevated customer experience while ensuring operational excellence. This is your opportunity to advance your career, develop new skills, and make a difference while enjoying a competitive Compensation of $50,000 to $84,000 based on your qualifications and experience.

Key Responsibilities

• Drives operational excellence in a high performing environment.
• Creates an environment that values and celebrates team successes, caring for front‐line team members.
• Leads the airport team to work safely, efficiently, and in compliance with Federal, state, local regulations, and government agencies (DOT, FAA, etc.).
• Provides exceptional support to enable frontline team members to deliver superior customer service.
• Coaches and mentors team members in skill development, customer service, and company culture behaviors.
• Promotes an environment of mutual respect and trust among team members.
• Establishes effective relationships with both external and internal customers with compassion and integrity.
• Provides the direction and support structure necessary to enable high performance.
• Assesses operational conditions to ensure that corporate and local scorecard metrics are met.
• Willingness to work extra hours as needed to support operational requirements.
• Ability to work rotating shifts, including weekends, holidays, and days off.

Required Qualifications

• High School diploma or GED equivalency.
• Ability to bring out the best performance through proactive employee engagement in an inclusive environment.
• Active listening skills to fully understand team and customer needs.
• Strong critical thinking to identify strengths and weaknesses of alternative solutions.
• Capability to monitor and assess the performance of self, team members, and operations to drive improvements.
• Excellent decision-making skills and the ability to work both independently and collaboratively.
• Proven ability to work under demanding operational conditions with a sense of urgency.
• Sound business judgment to resolve issues with internal and external customers.
• Experience coordinating station activities and collaborating with cross-functional departments.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
• Has USPS clearance or the ability to obtain USPS clearance.

Preferred Qualifications

• Previous airport customer service experience.
• At least 2 years’ experience in a leadership role.
• Familiarity with company policies, procedures, and functional automation applications.

Benefits & Perks

• Travel Perks: Reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: Enjoy immediate access to health, dental, prescription, and vision benefits, along with virtual doctor visits and flexible spending accounts.
• Wellness Programs: Utilize comprehensive programs that provide the tools and support to help you be your best self.
• 401(k) Program: Enrollment available upon hire with potential employer contributions after one year.
• Additional Benefits: Access to benefits such as an Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.