Customer Service Manager, Airport Workforce Management

Position Overview

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, where you’ll travel the world, grow your expertise, and evolve into the best version of yourself. As a goal-oriented Customer Service Manager (CSM), you’ll lead, engage, coach, and develop frontline team members, ensuring a safe, high-performing operation and delivering an exceptional customer experience. Embrace a dynamic environment driven by leadership, safety and mutual respect while connecting people and improving lives every day.

Key Responsibilities

• Drive operational excellence in a safety-conscious environment to promote exceptional customer service and employee well-being.
• Advocate for safety by identifying and addressing potential concerns promptly.
• Establish team and individual goals in alignment with departmental and company objectives; coach and mentor frontline team members in skill development and customer service elevation.
• Foster effective relationships that promote compassion, integrity, respect, and dignity among team members.
• Allocate resources efficiently and support teams in achieving operational goals safely.
• Conduct self-audits, observations, and root cause investigations to ensure ongoing operational safety and reliability.
• Communicate effectively across departments to align teams towards common goals.
• Adhere to the Joint Collective Bargaining Agreement (JCBA) and corporate policies/procedures.
• Embrace and promote core values including passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty.
• Solve complex staffing issues with minimal oversight and manage multiple software programs to analyze operations and determine the best course of action.
• Coordinate assignments for frontline team members to optimize flight operations at gates.
• Utilize GS Realtime and other systems (e.g., Prime, GETNG, SABRE) for overtime approvals, staffing inputs, and tour reports.
• Demonstrate proactive and efficient time management, with flexibility to work extra hours and rotating shifts including weekends, holidays, and days-off as needed.

Required Qualifications

• High School diploma or GED equivalency

Preferred Qualifications

• Previous airport customer service experience
• At least 2 years of leadership experience
• Knowledge of company policies, procedures, and functional automation applications

Benefits & Perks

• Travel Perks: Explore 365 destinations on over 6,800 daily flights across our global network.
• Health Benefits: Comprehensive health, dental, prescription, and vision benefits from day one, including virtual doctor visits and flexible spending accounts.
• Wellness Programs: Tools, resources, and support designed to help you be the best version of yourself.
• 401(k) Program: Available upon hire with possible employer contributions after one year, depending on your workgroup.
• Additional benefits include an Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.